Pan Pacific International Holdings Halves Core System Migration Inquiries with Pendo Implementation
Pendo.io Japan announced that Pan Pacific International Holdings (PPIH) has successfully adopted Pendo's platform to reduce helpdesk inquiries by half during a major core system migration. By utilizing customized, intuitive guides for approximately 50,000 store staff, PPIH managed a smooth transition without frontline confusion.
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- 📰 Published: April 8, 2026 at 19:00
- 🔍 Collected: April 8, 2026 at 10:31
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Pendo.io Japan Inc. (Location: Shibuya-ku, Tokyo; Country Manager: Kazunari Hanao; hereinafter 'Pendo Japan'), the Japanese subsidiary of Pendo, the world's first software experience management platform, announced that Pan Pacific International Holdings Corporation (Headquarters: Shibuya-ku, Tokyo; Representative Director, President and CEO: Hideki Moriya; hereinafter 'PPIH') has implemented Pendo and achieved a reduction in the number of inquiries to half of the expected volume during a large-scale core system migration project.
Details of this case study can be viewed here:
https://www.pendo.io/ja-jp/customers/ppih/
PPIH is a major retailer operating comprehensive discount store businesses including 'Don Quijote,' currently running over 700 stores domestically and internationally across the group. The company was facing a massive project to migrate its core system, which handles store ordering and inventory management, used by approximately 50,000 employees including store staff. Anticipating an increase in inquiries regarding the new system, they implemented Pendo starting in February 2025 as a countermeasure.
By fully utilizing Pendo's guides and analytics features, and focusing on a design that ensures operations without hesitation, they successfully reduced inquiries to half of the expected number.
## Background of Pendo Implementation - Preventing Confusion During Core System Migration
During the previous core system migration, inquiries to the support desk surged from 400 to around 2,000 per month. From this experience, the company sought a tool that could realize a UI/UX where inquiries would not occur in the first place. This was because they could not expect busy store staff to view manuals or e-learning materials.
After comparing several Digital Adoption (DAP) tools, they chose Pendo, highly evaluating its robust analytics capabilities. 'We wanted to establish a cycle of analyzing user behavior, understanding where the problems lie, and placing guides based on that,' said Mr. Kobayashi, the head of the Infrastructure Operations Section, Information Systems Department, who was in charge of the project. In February 2025, they decided on the full-scale implementation of Pendo.
## Halving Inquiries with Meticulous Guides Leveraging Store Pop Culture
Although the project included members who were not IT specialists, they devised guides while also utilizing Pendo's help pages. They pursued an accessible guide design that busy store staff could intuitively understand, leveraging the pop culture familiar in the stores, such as introducing the mascot character 'Donpen'. They created over 100 guides through a process of trial and error leading up to the first-phase release in October 2025.
In January 2026, all product departments of the Discount Store (DS) format began ordering operations on the new system. The number of inquiries in the first week was about 150 to 200, successfully suppressed to half of the expected volume. The IT support inquiry desk did not panic and operations are proceeding calmly.
There hasn't been a single complaint from users, and looking at the usage status of the guides, there is an average of 2 to 3 clicks per person, confirming they are reliably utilized.
Details of this case study can be viewed here:
https://www.pendo.io/ja-jp/customers/ppih/
PPIH is a major retailer operating comprehensive discount store businesses including 'Don Quijote,' currently running over 700 stores domestically and internationally across the group. The company was facing a massive project to migrate its core system, which handles store ordering and inventory management, used by approximately 50,000 employees including store staff. Anticipating an increase in inquiries regarding the new system, they implemented Pendo starting in February 2025 as a countermeasure.
By fully utilizing Pendo's guides and analytics features, and focusing on a design that ensures operations without hesitation, they successfully reduced inquiries to half of the expected number.
## Background of Pendo Implementation - Preventing Confusion During Core System Migration
During the previous core system migration, inquiries to the support desk surged from 400 to around 2,000 per month. From this experience, the company sought a tool that could realize a UI/UX where inquiries would not occur in the first place. This was because they could not expect busy store staff to view manuals or e-learning materials.
After comparing several Digital Adoption (DAP) tools, they chose Pendo, highly evaluating its robust analytics capabilities. 'We wanted to establish a cycle of analyzing user behavior, understanding where the problems lie, and placing guides based on that,' said Mr. Kobayashi, the head of the Infrastructure Operations Section, Information Systems Department, who was in charge of the project. In February 2025, they decided on the full-scale implementation of Pendo.
## Halving Inquiries with Meticulous Guides Leveraging Store Pop Culture
Although the project included members who were not IT specialists, they devised guides while also utilizing Pendo's help pages. They pursued an accessible guide design that busy store staff could intuitively understand, leveraging the pop culture familiar in the stores, such as introducing the mascot character 'Donpen'. They created over 100 guides through a process of trial and error leading up to the first-phase release in October 2025.
In January 2026, all product departments of the Discount Store (DS) format began ordering operations on the new system. The number of inquiries in the first week was about 150 to 200, successfully suppressed to half of the expected volume. The IT support inquiry desk did not panic and operations are proceeding calmly.
There hasn't been a single complaint from users, and looking at the usage status of the guides, there is an average of 2 to 3 clicks per person, confirming they are reliably utilized.