IIJ Engineering Inc.

IIJ Engineering provides comprehensive IT outsourcing and business outsourcing services, including network operation management, technical helpdesk, contact center, infrastructure design/construction, and BPO center services.

The company is constantly making progress by using AI tools, RBA, RPA, etc. to automate operations while leveraging its past achievements and know-how.

Eliminate Progress Management Using Email and Excel
Smooth Execution of Work Even When Working Remotely

(From right to left) Mr. Inamori, Ms. Kobayashi, and Ms. Kumakura, General Managers of the Outsourcing Services Department

Q. What kind of business do you use Questetra for?

It is used for administrative processes such as service orders and billing.

Administrative processing involves work processes such as reception, registration, and checking. These work processes are incorporated into Questetra’s workflow diagram to carry out the tasks.

Q. What challenges did you face with paperwork?

The person in charge of each process was communicating by email to the person in charge of the next process. Therefore, it can be said that effort was spent on nonessential aspects of the work. In addition, each person in charge of progress management had to fill in a management chart (in Excel). The workload was not limited to updating the chart, but also included a considerable amount of effort to check for errors and omissions.

Another issue was that workflow using email and management charts did not capture accurate business processing times.

Q. What are the key implementation points?

The key points were that it is possible to pass on tasks and monitor the progress of work, and that it is possible to measure work processing time.

The UI is easy and intuitive for both users and developers, and the high degree of freedom to expand functions through low-code development (e.g. writing JavaScript) is also a good feature.

Q. How were you able to resolve your issues?

As initially planned, we were able to greatly reduce the amount of work involved in task delivery and progress management. In addition, it has become easier to monitor the allocated tasks by using the “My Tasks” list of work assigned to each person. From the manager’s point of view, it has become easier to make adjustments, such as changing the person in charge of a task.

In addition, the business processing time has been converted into data, which has made it possible to automate the preparation of the operation performance report (constructed using Questetra API Excel macros). Based on the reports it has become possible to discuss the optimization of resources. Furthermore, the creation of the workflow App provided an opportunity to review our business operations. We were able to discover the steps that had become obsolete, improve upon them and promote operational efficiency.

Q. What would you like to work on in the future?

Questetra has a variety of items, but there are some items that we have not yet been able to use. I am sure that we will be able to make use of them in the future.

Specifically, we would like to further improve operational efficiency by utilizing items such as [Message Start Event (email )], which automatically starts a process upon receipt of an email, Box automatic processing steps, and other automatic processing steps.

We would also like to use Questetra and RPA together for even more advanced automation.

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