"The result has been really, really good - really amazing, much more than everyone expected."
Shingo Makita
Regional Head and Service Strategy General Manager at Glory
Improved search efficiency
Users are reporting 10× faster search with an intuitive experience and effective filters.
Enhanced knowledge accessibility
Information is always up-to-date, easy to access, and quick to find.
Distributor management
Solution streamlines access to documentation and technical support, boosting efficiency for distribution network.
Summary
The implementation of Atlas at Glory Global has marked a pivotal shift in their knowledge management strategy, particularly for field service engineers and desk-based support staff. Serving major global brands in the financial services and retail sectors, the organization has harnessed Atlas to streamline operations and improve efficiency in a competitive landscape.
Glory Global Solutions, a worldwide leader in cash technology solutions, needed a better way to serve its global workforce and distributor network. With Atlas, the company now delivers instant access to critical technical knowledge, globally.
10x faster search: “The search is ten times faster, or even more,” said Jorge Modesto. Teams now retrieve accurate results in seconds, supported by powerful filters and an intuitive interface.
Always up-to-date content: Atlas ensures field service engineers and help desk teams have access to the latest information, whether this is on-site, in transit, or at their desks, boosting first-time fix rates.
Distributor enablement: "The [regional distribution solution] is a dream. It’s working beautifully." said Makita. Distributors now get seamless access to technical documentation and support, reducing complexity and delays.
Built into Microsoft 365: With Atlas tightly integrated into the Microsoft ecosystem, teams work in tools they already know such as Word, Teams,and SharePoint, making adoption simple and impact immediate.
From Reactive to Proactive: A Foundation for the Future
Glory isn’t just solving today’s challenges—they’re building for what’s next. The Atlas platform based solution, is designed to evolve alongside their service operations:
AI-driven service: Planned AI integration will enable predictive support, reducing dispatches and helping field teams fix problems before they occur.
Connected systems: Future integration with Salesforce and Oracle databases will centralize service insights, opening the door to smarter automation and better decision-making.
Scalable for growth: As operations expand in North America and India, Atlas scales to support new users, teams, and geographies—without compromising speed or quality.
A Collaborative Journey to Success
A critical factor in Glory’s successful rollout was the partnership behind it. “Your ability to understand our unique requirements and engineer it into the solution has been exceptional,” said Makita.
This tailored approach was especially important in solving historically complex challenges:
Fragmented knowledge: Previously, each region managed content differently. Inconsistent documentation and disconnected repositories made it hard to find or trust information.
Complex SharePoint admin: Managing content across legacy systems was burdensome. Atlas streamlined processes and simplified control across all regions.
Local autonomy: Shifting from siloed repositories to a centralized model took time—but the payoff has been transformational. Today, all teams benefit from consistent, high-quality information.
Future
Looking ahead, the integration of AI with Atlas promises to further enhance service operations. Makita emphasized the necessity of this advancement, stating, “We need automation and AI to improve efficiency and move from reactive to proactive and predictive services.” This evolution is expected to minimize on-site visits and optimize the work of field service engineers.
Moreover, the capability to connect Atlas with other systems like Salesforce and Oracle will provide a more comprehensive service platform, enabling better data utilization and automation. The scalability of Atlas also supports Glory’s growth ambitions in regions like North America and India, positioning them for future success.
About Glory
Headquartered in Japan, Glory Global Solutions (Glory) is a global leader in cash technology solutions, working across the financial, retail, gaming and CIT industries, manufacturing and maintaining money handling machines, offering banknote dispensing and recycling products such as teller cash recyclers and other currency and coin systems, as well as related software. Working in all continents except Antarctica, Glory’s cash automation technologies and process engineering services help businesses in more than 120 countries optimize the handling, movement and management of cash.
