After-sales services (spare parts sales, maintenance work, handling inquiries, etc.) support the stable operation of machinery products and are directly connected to customer value. These services still involve a significant amount of conventional communication with the customer via telephone, email, etc., but due to their labor-intensive nature, balancing quality and efficiency has been an issue. By adopting an approach that starts with identifying the issues faced by both customers and business departments of Mitsubishi Heavy Industries, Ltd., envisions a future after those issues are resolved, and co-designs solutions, MHI has developed the digital product ΣSynX CX for customer contact points and has expanded it into multiple businesses including overseas markets. This report describes the design philosophy, product concept, and achievements gained through the deployment of this product, and demonstrates that issue-driven digital product development creates value for both the customer's business and MHI's business.
