Hitachi Case Study – Quicker Swifter Issue Resolution With Wavity
  • Swifter Issue Resolution: Average resolution time reduced by 35%, from 48 hours to 31 hours, minimizing downtime and enhancing end-user satisfaction.
  • Enhanced Asset Utilization: Wavity’s asset management solution improved asset utilization by 25%, maximizing return on investments.
  • Increased Efficiency: IT service delivery efficiency increased by 30% through automation and a centralized approach, allowing IT staff to focus on critical tasks.
  • Measurable Cost Savings: Hitachi India achieved significant cost savings of 20% compared to alternative ITSM providers, thanks to Wavity’s cost-effective pricing.

The Prowess Of IT At Hitachi India

Hitachi India is a subsidiary of Hitachi, Ltd.,

Hitachi drives Social Innovation Business, creating a sustainable society through the use of data and technology. We solve customers’ and society’s challenges with Lumada solutions leveraging IT, OT (Operational Technology) and products. Hitachi operates under the business structure of “Digital Systems & Services” – supporting our customers’ digital transformation; “Green Energy & Mobility” – contributing to a decarbonized society through energy and railway systems, and “Connective Industries” – connecting products through digital technology to provide solutions in various industries.

Hitachi’s partnership with India dates to the 1930s with importing of table fans and later on went on to supply steam engines followed by Turbines for the Bhakra Nangal Dam. Since then, Hitachi has been mounting its footprints in India and solidifying its position with the presence of around 28 group companies (as of March 2023), and approximately 18,000 employees (as of March 2023) fuelling the transformation of India. For more information on Hitachi, please visit the company’s website at

Within Hitachi India, the ITG department plays a crucial role in ensuring smooth IT operations. Faced with multiple challenges that led to the hinderance of effective IT service delivery. These challenges included communication gaps, slow response time, and the need for a centralized system to manage IT issues and assets. Seeking a robust ITSM solution, Hitachi India turned to Wavity and implemented their ticketing and asset management solutions, resulting in significant improvements.

Challenges Before Wavity:

Before adopting Wavity’s ticketing software, Hitachi India’s ITG department faced several challenges. Relying on email and telephone communication for reporting issues led to unresolved queries and increased downtime. These challenges necessitated a proper solution to enhance communication, collaboration, and efficiency in managing IT issues.

Business Impact:

The challenges faced by Hitachi India’s ITG department had a direct impact on the organization’s IT service delivery. The burden on IT staff to manually manage and track issues hindered their ability to focus on critical tasks. These challenges impeded the overall effectiveness of the IT department and the timely resolution of internal staff issues.

Wavity Service Benefits:

Hitachi India chose Wavity’s ticketing system and asset management solution to address the above challenges. The following are the key benefits provided by Wavity’s services:

Help Desk and Ticketing Solution: Wavity’s help desk solution provides a centralized platform for tracking and resolving IT issues. It supports in eliminating communication gaps by ensuring that all relevant parties have access to past communications and the exact issue at hand. This streamlined the issue resolution process, resulting in quicker resolution times and reduced downtime.

Asset Management Solution: Wavity’s asset management solution allows Hitachi India to efficiently track and manage IT assets. This offers better visibility and control over assets, ensuring their optimal utilization and reducing the risk of asset loss or misplacement.

Results: Since implementing Wavity’s ITSM solutions, Hitachi India’s ITG department has experienced the following positive results:

Streamlined Issue Resolution: Wavity’s ticketing system provides a centralized platform for tracking and resolving IT issues. It eliminates communication gaps by ensuring seamless collaboration among stakeholders. As a result, the average issue resolution time improved by 35%, leading to enhanced operational efficiency.

Enhanced Asset Management: Wavity’s asset management solution empowers Hitachi India to gain better visibility and control over its IT assets. The automated asset tracking and management capabilities reduce the risk of loss or misplacement by almost 40% and enable optimal asset utilization.

Improved Collaboration and Productivity: With Wavity’s user-friendly interface and customization options, Hitachi India achieved seamless collaboration among their IT staff members. This streamlined workflows and access to past communications, reduced delays and increased productivity by almost 30%, allowing IT personnel to focus on critical tasks.

Cost Savings: Wavity’s cost-effective pricing structure is highly advantageous for Hitachi India. The solution delivers substantial cost savings of 20% compared to alternative ITSM providers, ensuring optimal value for the organization.

Customizability and Ease of Use: Hitachi India appreciated Wavity’s customizable and user-friendly interface. The solution allowed them to customize workflows and dashboards addressing specific requirements, ensuring a seamless unification within their existing processes.

Responsive Support: Wavity’s fast response times and dedicated support team have been critical in ensuring smooth IT operations. Hitachi India received prompt assistance as per requirement, helping resolve technical issues and maximize the benefits of the solution.

Current Usage: Currently, approximately 340 employees in Hitachi India’s ITG department are actively using Wavity’s ticketing software and asset management solution. The positive experience with Wavity’s ticketing software led to the adoption of the asset management solution as well.

Recommendation: Based on Wavity’s experience, Hitachi India’s ITG department Manager, Abhishek Bhardwaj says: “We highly recommend Wavity to other organizations seeking cost-effective, user-friendly, and customizable ITSM solution. The flexibility, ease of use, and efficient responsive support provided by Wavity have proven valuable in improving productivity, reducing downtime, and enhancing overall IT service delivery.”