Printing & Packaging Machinery Customer Service Department, Mitsubishi Heavy Industries Machinery Systems, Ltd. DPI Department, Digital Innovation Headquarters, Mitsubishi Heavy Industries, Ltd.
Mitsubishi Heavy Industries, Ltd. (MHI) and Mitsubishi Heavy Industries Machinery Systems, Ltd. (MHI-MS) jointly developed a customer portal that works as a liaison for online customer services regarding packaging machines and web offset presses. The portal was developed because, given the current labor shortage situation, we considered it essential to establish a line of digital communication as an indispensable means of enhancing the work efficiency on both customer and our sides. Technically speaking, in order to keep improving our services through the customer portal in a timely manner in accordance with the needs of customers, a cloud-based serverless architecture was adopted because of its relative ease in handling changes in the required specifications and low maintenance, whereby the agility of the system is enhanced. The customer portal has been on trial in a score of more than twenty our customer companies since the second half of 2021. In 2022, the introduction will be promoted to more customers. As a service provider that customers can always rely on, we will make this portal the very "first door to knock" when customers need to make any inquiries about machine operation, maintenance and repair, and thus improve customer satisfaction.
