In an increasingly digital world, the intersection of technology and customer experience has never been more crucial for businesses, especially in the competitive beauty sector. Tokyo-based Shiseido, one of the largest names in beauty with a legacy dating back to 1872, is taking bold steps to modernize its operations and redefine the customer journey by integrating cutting-edge technology.
As consumer expectations evolve, Shiseido recognizes that personalized service is essential. In their stores across Asia-Pacific, beauty consultants utilize laptops as Point of Sale (POS) systems, enabling them to check loyalty points, process payments, and enhance customer interactions directly. However, in recent months, performance issues stemming from aging devices began to hinder these experiences. "As our devices got older, they were becoming less reliable, leading to frustration for our employees and creating friction in the customer journey," noted Sau Leng Tham, VP of Finance and Operations at Shiseido AP. The company sought a transformative solution to address these challenges swiftly.
By partnering with Lenovo and adopting the Lenovo TruScale Device as a Service (DaaS), Shiseido has positioned itself to not only refresh outdated technology but also to embrace a modern, streamlined IT strategy. This subscription-based service simplifies the management of devices and software, providing ongoing support that enables enterprises to focus more on their core business. Rakshit Ghura, Vice President and General Manager of Digital Workplace Solutions at Lenovo, remarked, "Empowering organizations to shift from a traditional ownership model to a flexible, outcomes-driven approach is at the heart of the Lenovo TruScale DaaS offering."
The immediate benefits for small business owners are significant. Adopting a DaaS model allows companies to lower initial expenditures by spreading costs over time rather than making substantial upfront investments. For Shiseido, this meant seamlessly upgrading 2,000 laptops, including the latest models from the Lenovo ThinkPad series, with Lenovo managing support and updates.
However, small business owners should also consider the potential challenges associated with such transitions. Although Shiseido’s collaboration with Lenovo has unfolded without major issues, businesses must conduct careful planning and align their objectives to ensure compatibility with existing systems. Every significant technological upgrade carries risks, including disrupted workflows and potential downtime, necessitating a well-considered approach to implementation.
Shiseido’s broader goal in adopting the Lenovo DaaS was to simplify their operations, improve efficiency, and leverage data for business value. "Our CIO’s vision is to transform a fragmented global IT landscape into a standardized portfolio," said Rinah Oandasan, Regional IT Director at Shiseido AP. By modernizing their laptops, the company aimed to enhance customer service and streamline processes globally.
Additionally, Shiseido has integrated Lenovo Premier Support, providing 24/7 technical assistance to their teams, ensuring that customer-facing employees remain prepared to deliver top-notch service. Those dedicated to enhancing the customer experience can benefit significantly from such support, particularly in high-demand retail environments.
Environmental sustainability is additional concern for many businesses today. Shiseido has acknowledged this by opting for Lenovo CO2 Offset Services to manage the carbon footprint associated with their new devices. By introducing accountable practices to offset emissions from production and energy consumption, Shiseido aligns its IT strategy with its mission to innovate responsibly. Through this initiative, the company has already offset two tons of CO2 emissions, demonstrating a commitment to sustainability alongside technological advancement.
The future looks promising as Shiseido continues to innovate. The company is leveraging Lenovo’s support to migrate its infrastructure to the cloud, consolidating more than 300 on-premises servers into 85 virtual machines on Microsoft Azure—a significant reduction that fosters flexibility and reduces infrastructure costs.
Finally, Shiseido’s experience with Lenovo TruScale DaaS illustrates not just the benefits of modernizing technology but also the value of strategic partnerships in driving transformation. As Tham concluded, "Fast, modern Lenovo devices…are helping our beauty consultants elevate the customer experience."
Small business owners evaluating their technology investments may find inspiration in Shiseido’s journey, discovering that embracing change can not only alleviate operational pain points but also enhance customer satisfaction and foster sustainable growth. For further details on Shiseido’s transformation and Lenovo’s solutions, visit the original press release here.
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