1. Issue: Unable to record and analyze noise incidents

Accumulation and Analysis of “Noise” Issues Are Insufficient.
The Information Systems Department acts as a help desk, supporting the company’s IT infrastructure and handling technical inquiries from employees on a daily basis. A team of 20 staff members processes 20 to 30 consultations each day.

However, in recent years, there’s been an increase in “noise issues” that are considered outside the department’s purview, such as questions about “how to use conference rooms” or “home Wi-Fi settings.” The time spent on these issues disrupts their core operations. Furthermore, there’s no system in place to record or analyze this “noise,” making it impossible to understand trends or underlying causes.

As a result, preventative measures and appropriate internal communications are not progressing, and there’s inconsistency in response standards.

2. Solution: Automatic Classification of Case Status

The process owner implemented a system to classify and record case statuses within the workflow.

Specifically, automated steps were inserted before and after “[1. Enter initial response]” and “[2. Enter secondary response text].” Depending on the progress, the status is automatically set to “Initial Response in Progress,” “Secondary Response in Progress,” “Completed,” or “Noise.”

As a result, if the “Noise” button is pressed during the initial response, the status will automatically become “Noise.”

Analyzing accumulated noise data helps reveal inquiry trends, prevent recurrence, and improve operations.

3. Customers Case Study

4. Other Business Applications

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