Story
ServiceNow@
Mitsubishi Electric
How Mitsubishi Electric Runs Shared Services on Customer Service Management
Mitsubishi Electric, an industrials organization in Japan, uses Customer Service Management from ServiceNow to support shared services for HR, facilities, and finance ops.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because employee requests has a clear owner |
| Productivity | Handoffs in shared services sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how shared services actually runs |
Story
Mitsubishi Electric is based in Japan and runs industrials operations at a scale where employee requests cannot live in side channels. HR, facilities, and finance ops were reconciling competing copies of the same work, which slowed shared services and hid who owned the next step.
The company runs shared services on ServiceNow, with Customer Service Management as the product HR, facilities, and finance ops actually open. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. For Mitsubishi Electric, that means HR, facilities, and finance ops can open one workflow, see employee requests, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for employee requests.
