Terumo Transforms Regional Technology Operations ICT Service Delivery with FatNinjas

For over a century, Terumo has been a pioneer in medical technology, trusted by healthcare providers in 160+ countries. Headquartered in Japan, their success is rooted in delivering world-class medical products while empowering teams with the right technology and support to drive innovation. To streamline ICT operations across the Asia Pacific region (Malaysia, Singapore, Vietnam, Indonesia, Australia, Thailand, South Korea, and the Philippines), Terumo established a Regional Technology Center to standardize onboarding, offboarding, training, and support.

As Terumo expanded across these countries, ICT management also became increasingly complex. The decentralized technology operations led to inconsistencies in varying response times, different troubleshooting approaches, and a lack of centralized guidance. To resolve this, FatNinjas was brought in to provide structured, standardized IT support that serve as an extension of Terumo’s ICT, ensuring efficient service desk operations across all eight regions and all ICT requests are handled efficiently, with clear processes, standardized response times, and proactive issue resolution.

Optimized operations and security

At the heart of this partnership is FatNinjas’ dedicated engineering team whose role goes beyond troubleshooting, proactively guiding users and improving ICT processes. On a day-to-day support basis, the engineers manage a high volume of support tickets, ensuring all cases are resolved within the agreed SLA. SLA has been set by category and priority.

General ICT troubleshooting using 10+ technologies and apps including Microsoft applications stack.

Device and access management by enrolling PCs into the relevant Device Management platform.

Regional coordination in working with local and global ICT business partners.

Training & knowledge sharing through creating SOPs, step-by-step user guides, and hosting training sessions to empower users to navigate technology systems confidently.

Each day starts with a huddle to review system status, tickets, and vendor updates, and catch up with on-site support teams.

The FatNinjas team also takes a hands-on approach to project deployments, ensuring smooth operations across regions. Whether tackling unexpected issues or rolling out organization-wide updates, they’re always a step ahead, keeping things running smoothly for everyone.

Reliable regional support

With hundreds of users depending on ICT systems daily, FatNinjas’ engineers operate on shift rotation to provide support across multiple regions in a 13H-5D. This round-the-clock coverage ensures that ICT support is always available, no matter the time zone. Their structured workflow guarantees:

2-hour response time window, ensuring no request goes unnoticed, regardless of region.

48-hour resolution time to ensure minimal disruption to daily operations.

However, maintaining seamless operations across different locations comes with its own set of challenges.

1. Managing time zone differences

  • Issues reported during business hours in one country may arise after-hours elsewhere, risking delays.
  • Shift handovers to ensure smooth ticket transitions without information loss.

2. Language barriers

  • ICT requests come from eight regions, each conversing in local languages.
  • Local language challenges the team’s communication skills and attention to detail. English is the standard language.

Despite these challenges, every ICT request is handled within strict timeframes ensuring smooth operations across all regions. And with a standardized system, every user, regardless of their location, receives the same level of support, eliminating delays and inconsistencies.

By having a dedicated support team, users no longer need to troubleshoot issues on their own, leading to faster software installations, quicker issue resolution, and reduced operational downtime. Additionally, FatNinjas ensures uninterrupted service even during holidays, maintaining consistent ICT operations across all locations.

Future-ready scalability

As Terumo continues to expand, the demand for ICT support grows as well. More users, new technologies, and expanding operations require ongoing adjustments to ensure efficiency. This is how FatNinjas provides flexibility to scale with Terumo’s evolving needs. Year after year, they scale up manpower to accommodate these needs while maintaining consistent response and resolution times. No matter how much the business grows, they ensure ICT operations remain stable and efficient across regions with the help of a structured ticketing system, regional coordination, and process improvements.

In just 19 months, FatNinjas has supported Terumo’s transition to new ICT initiatives across the Asia Pacific region and, ensuring all users have consistent access to core applications. Acting as an extension of Terumo’s ICT team, they ensure that every rollout is smooth, every user is guided, and every system is optimized for peak performance. Through this partnership, Terumo successfully leveraged synergies, strengthened security, and optimized its support services.

If your organization faces similar challenges in managing technology across multiple regions, FatNinjas can help you achieve seamless operations. Let us show you how our scalable, expert-driven ICT solutions can make a real difference for your organization. Reach out to us today, and let’s start your journey toward smarter, more efficient ICT management.