One Exceptional Hitachi Service: What Our Clients Say About Us

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Every year, we run our annual customer satisfaction survey to understand how we’re supporting our customers and where we can improve. This time, we asked a simple yet powerful question: “If you had to describe our support services in just three words, what would they be?”

The responses painted a clear picture of what truly matters to customers relying on support for Dynamics 365 and other Microsoft technologies. To visually capture this feedback, we created a word cloud highlighting the most frequently mentioned words—giving us an authentic, customer-driven view of how we’re perceived.

Of course, we’ve always had a vision of how we want to be known by our customers. Seeing words that align with our vision was both validating and inspiring. The most common themes that emerged were that as a partner we are professional, supportive, responsive, and reliable.

In this blog, we’ll explore exactly what these words mean in practice and how we deliver excellence that our clients trust.

 

Professional: expertise you can rely on 

At Hitachi Solutions, professionalism is at the heart of everything we do. Our clients benefit from a dedicated Service Delivery Manager, who makes it their business to understand the intricacies of your organisation, ensuring support is tailored to your specific needs. Beyond that, our solution leads take charge of understanding the solution itself, motivating high-performing teams of consultants to deliver the best outcomes.

Our commitment to excellence has earned us global recognition, including our expanded partnership with Microsoft. As Satya Nadella, Chairman and CEO of Microsoft, put it:

“Our expanded partnership with Hitachi will bring together the power of the Microsoft Cloud – including Microsoft Copilot – with Hitachi’s industry expertise to improve the productivity of 270,000 Hitachi employees and help address customers’ biggest challenges, including sustainability.”

With 51 Microsoft Partner of the Year awards under our belt, including 2024’s Low Code Application Development winner and a finalist for ‘Intelligent Automation’, we continue to lead the way in delivering cutting-edge solutions backed by deep industry expertise.

 

Supportive: more than just fixing issues 

Great support isn’t just about resolving problems—it’s about understanding, advising, and proactively helping clients succeed. Our teams build long-term relationships, offering a familiar, trusted group of experts who know your business inside and out.

Rather than just fixing issues as they arise, we provide root cause analysis and proactive recommendations to help clients improve their solutions and business processes. Through our  Microsoft One Version update services, we help businesses adopt new functionality and effectively plan for deprecations, ensuring they stay ahead.

We also believe in continuous improvement, which is why we hold regular service review forums—these are collaborative sessions where we reflect on what’s going well and explore how we can refine our approach together.

 

Responsive: your priorities are our priorities 

Speed and efficiency matter when it comes to support. That’s why we treat your priorities as our own. Whether a minor issue or a major challenge, our response and resolution SLAs ensure you get the help you need—fast.

We hold regular case review calls to stay aligned with our clients’ most pressing needs, ensuring that critical requests are addressed effectively. Plus, with access to our customer portal, clients can track real-time updates on every issue they raise, providing transparency and peace of mind.

 

Reliable: a partner you can trust 

Reliability is earned through consistency, trust, and a commitment to long-term innovation. As a core global Microsoft partner for over 14 years, we have exclusive insights into the latest technology, product roadmaps, and market developments, ensuring our clients are always ahead of the game.

For 21 years, we’ve been part of Microsoft’s Inner Circle—a testament to our leadership in the space. This reliability translates into lasting client relationships: 85% of our customers renewed their relationship with us in FY24, and 81% would actively recommend Hitachi Solutions based on their experience.

 

Exceeding Expectations 

The feedback from our annual customer satisfaction survey demonstrates the exceptional service Hitachi Solutions provides. Our commitment to professionalism, supportiveness, responsiveness, and reliability is not just a vision but a reality experienced by our clients.

As Brian Rayner from the Department of Health and Social Care (DHSC) aptly puts it, “Every single person I have come across is competent, knowledgeable, passionate and articulate, and it’s a real pleasure to engage and work with Hitachi Solutions.” This feeling is echoed by many of our clients, reinforcing our dedication to delivering top-tier support and innovative solutions.

We look forward to continuing to exceed expectations and helping businesses thrive with our trusted partnership.