Ownership in Low-Code Implementation

While the adoption of low-code platforms is increasing across various industries, it’s essential to recognize that implementing low-code should not be viewed as an end goal. The first step is to clearly define the objectives you aim to achieve within your organization. After that, you should evaluate whether to utilize SaaS or other non-customizable systems, consider introducing low-code or no-code solutions, or explore further development through traditional coding in a structured, phased approach.

In this article, we will examine the support available for low-code implementation and highlight the differences between the U.S. and Japan in how users approach this process, while also acknowledging the cultural contrasts between the two countries.

Low-Code Implementation Support

As discussed in the previous article "Product Development of Low-Code Tools" under "Planning Philosophy in the Development of Low-Code itself," low-code platforms require a certain level of development expertise. Typically, they are employed by product managers, developers, and personnel in information systems departments. Consequently, the support provided by low-code vendors generally mirrors that of SaaS, including help pages and chat support. However, the high scalability inherent to low-code introduces unique considerations across various dimensions.

Help pages typically begin with a clear explanation of fundamental concepts and background information, followed by details on the function's objectives, specifications, and practical applications, often accompanied by screenshots and video tutorials of key features. This format is largely consistent with SaaS help resources.

What distinguishes low-code is the greater volume of information typically provided. Unlike SaaS, where end users can directly engage with the platform, low-code solutions must be designed and implemented by product managers, developers, and IT personnel to meet specific organizational needs. Therefore, the support offered must delve deeper into utilization strategies than what is generally necessary for SaaS, resulting in a more extensive array of content.

In addition to help pages and chat support, low-code providers actively engage in video distribution and community management to deliver detailed information vital for actual system implementation. Furthermore, hands-on workshops are hosted at events, allowing participants to work with low-code over several days and collaboratively develop specific systems during the sessions.

When technical challenges arise that Customer Success teams cannot resolve, the product manager responsible for the low-code solution may visit the site to provide direct assistance. Such a level of support is relatively uncommon in standard SaaS scenarios and is largely feasible due to low-code's high scalability. This engagement allows the product manager to confirm available methods for relevant use cases, providing valuable input for future development considerations.

Low-Code Implementation in Japan

It may seem evident, but in the U.S., companies that implement low-code solutions generally take ownership of the implementation process, with the information systems department leading the initiative. Many organizations foster a culture of in-house development for their internal systems. When large-scale systems are deployed, it is common for strategy firms, rather than comprehensive service providers, to guide the overall direction, while the actual implementation typically occurs in-house.

In contrast, Japan has a longstanding tendency to rely on outsourcing rather than in-house development for building internal systems. As a result, collaborating with partner companies, such as system integrators (SIers), is crucial for implementing highly abstract systems like low-code. Many Japanese organizations find it challenging to move forward with proposals that do not involve their partners.

In other words, when Japan adopts low-code, consulting is often provided by large integrated firms like Accenture or the Big Four accounting firms, with SIers involved as needed throughout the implementation process.

Can We Have Ownership in Japan?

While significant differences have been highlighted between the U.S. and Japan, there are indeed Japanese companies that maintain ownership over their internal systems. For example, many IT firms have cultivated an in-house development culture since their inception, allowing them to swiftly adapt to new systems like low-code, often advancing implementations with their engineers as needed. In these organizations, where a certain level of IT literacy exists among product managers, developers, and information systems personnel, the scenario closely resembles that of the U.S.

For other organizations to transition into such models, it is essential to foster IT literacy that enables discussions about the necessity of even highly abstract systems like low-code within the organization. Additionally, adopting a proactive approach—one that does not solely rely on consultant proposals—is vital. While the inherent complexity of the content cannot be overlooked, low-code offers robust support materials due to its abstract nature. Therefore, the first step should be to elevate internal discussions to a level where they can be adequately considered.

Of course, collaborating with established partners in Japan is also a viable path. Instead of ignoring the existing ecosystem, it is beneficial to critically assess proposals from consultants and SIers to ensure a comprehensive understanding for informed decision-making regarding highly scalable systems like low-code.

Summary

Organizations implementing low-code solutions benefit from a higher volume and quality of support compared to traditional SaaS offerings, largely due to the abstract nature of low-code products. In Japan, aside from IT companies or those with high levels of IT literacy, the influence of partner firms such as consultants and SIers is significant, often leading to a somewhat passive approach from users.

To take the initiative in adopting highly scalable systems like low-code, the first step is to move beyond the information presented in sales materials and website content. It is essential to gain a concrete understanding of whether the system can be implemented through help pages and hands-on sessions, and whether it can effectively address existing use cases.