NEC Fielding adopts Saison Technology's "DataSpider Servista" for cloud connectivity of its customer service management system

~More than 100 data integration between Salesforce and on-premise databases to support stable operation~

To media representatives:

February 5, 2025
Saison Technology Co., Ltd.

Saison Technology Co., Ltd. (Head Office: Minato-ku, Tokyo; President and CEO: Makoto Hayama; hereinafter referred to as "Saison Technology") announced that data integration software "DataSpider Servista" has been deployed for cloud connection of the customer service management system of NEC Fielding, Ltd. NEC Fielding is pleased to announce that software has been deployed for cloud connection of its customer service management system.

NEC Fielding achieved a smooth transition to the new customer service management system by providing uninterrupted 24/7 support for data integration between the databases of multiple systems, including maintenance reception and maintenance work management, which were previously operated on an on-premise client-server model, and Salesforce, the destination for the migration of the customer service management system. DataSpider Servista also plans to be used to expand functionality in line with future business expansion at NEC Fielding, and to build a data analysis platform.

background

As a member of the NEC Group, NEC Fielding provides services across all areas of the ICT system lifecycle, from planning and design to installation, construction, operation, monitoring and maintenance. In recent years, the company has expanded its services to include maintenance of non-ICT equipment such as medical equipment and solar power systems, thereby supporting customer businesses.

Utilizing our nationwide network of bases and logistics networks, we provide hardware-based SI business, system support such as operation, monitoring and security, and also undertake maintenance of equipment from manufacturers other than NEC and non-ICT-related equipment, and provide on-site support with engineers dispatched to the site 24 hours a day, 365 days a year.

Under these circumstances, the company's customer contact center system and maintenance reception and maintenance work management system combined multiple on-premise systems developed in-house to suit its operations.With nearly 30 years of operation, the systems had become complicated due to the addition of new functions, and there were issues with quickly responding to functional modifications to accommodate business changes, actively utilizing new technologies, and data governance, so the company decided to migrate to a new system.

Reasons for introducing "DataSpider Servista"

In order to resolve the issues that NEC Fielding had with its existing customer service management system, in 2018 it began considering a migration to CS-Force, a new customer service management system that supports several contact centers and over 300 field service locations nationwide. After starting construction of data integration platform in 2020 and undergoing several phased releases, the migration to the new system was completed in December 2024.

Among the multiple systems interconnected with the existing system, the migration of the maintenance reception system and maintenance work system, which are the core of maintenance operations, required over 100 interfaces to data integration parts information, inventory information, work information, etc., to the destination system, Salesforce, and the ^existing system.  They were looking for a solution to this problem, and decided that developing data integration function in-house was not realistic given their aim to migrate in a short period of time, so they began selecting a tool that had a proven track record of data integration in Japan and had API connection functionality. After considering several tools based on various requirements, they decided to introduce "DataSpider Servista."

NEC Fielding cited the following reasons for introducing DataSpider Servista:

1. A large-scale system that operates 24 hours a day, 365 days a year, capable of stably connecting over 100 data integration
2. Improved development efficiency with Salesforce API support and an easy-to-understand UI that allows development using only a GUI
3. Abundant domestic implementation track record, support for Salesforce governor restrictions, and optimal balance of required functionality and cost

Benefits of introducing "DataSpider Servista"

By migrating to the new customer service management system "CS-Force," they were able to move away from on-premise systems and easily add new functions as the business expanded. Furthermore, with "DataSpider Servista," development using a GUI reduced the number of reviews and coding errors during implementation, and the intuitive understanding of operation made it easier to troubleshoot problems.

Going forward, we are also planning a project that utilizes data stored in Salesforce and generative AI to summarize call center inquiries. As we build this data analysis infrastructure, we expect to see further use of DataSpider Servista.

For an example of NEC Fielding's implementation using DataSpider Servista, please see the following URL:

• We have completed over 100 data integration required for Salesforce migration, and have achieved stable operation that supports 24/7 support.
  https://www.saison-technology.com/casestudy/nec-fielding/

• 1 "Governor limits" are used to prevent imbalances in resource usage, and when limits on the number of SQL queries or API requests are exceeded, they become unavailable for a certain period of time.

About DataSpider Service

" DataSpider Servista" is a data integration platform that allows you to quickly and easily connect systems without having to worry about differences in system connection methods or formats. It provides a sophisticated GUI development environment that does not require advanced programming knowledge, and supports the automation and efficiency of business processes by easily connecting various types of data, such as cloud, business applications, and databases. For more information,please visit https://www.saison-technology.com/service/product/lineup/dataspider/.

About Saison Technology

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• Other company names, product names, service names, etc. are registered trademarks or trademarks of the respective companies.