Service Now

Suma Soft Helped a Leading IT Company with End-to-End ServiceNow Consulting and Implementation to Improve response rate

Client’s Background

Our customer is a well-reputed brand for providing quality customer service.

Project Requirements

The client’s existing ITSM application was underutilized with older versions, and there was a deficiency in the effectiveness of service management processes. Further, a lack of automation and self-service capabilities was resulting in excessive IT spend.

  • Different workflow and processes for Catalog items were required.
  • Different tools and vendors for service delivery, many for overlapping functions, were needed.
  • No accurate reporting was available on service delivery performance or data capture.
  • Overly complex environment; not ITIL compliant

The client was looking for a reliable IT ServiceNow partner to streamline their IT processes with minimum Turn-around-time and deliver a better customer satisfaction rate.

They were also looking to

  • Improve response time for customer questions
  • Improve upon weaknesses in upsell/cross-sell volumes
  • Rapid training to staff on the new system

Solution

As a leading ServiceNow company in India, we have developed solutions to help businesses stay ahead for customer satisfaction and proposed the clients implement the ITSM, Virtual Agent and Service Portal as per their business processes. We understood the client's ServiceNow Tower Go-live dates and saved millions of dollars in cost penalties to incumbent suppliers to retain their services in case of delay.

We adopted an agile model, and our ServiceNow team helped the client go through the upgrade process. We analyzed the existing ServiceNow environment, ITSM applications, hardware and software assets, CMDB and discovery, Service Catalog, and integrations and their approach to achieving the business needs.

  • An easy and quick query resolution ‘Service Portal’ was implemented with user-friendly details.
  • A generalized workflow was set up for Catalog Items, Reports, and Notification for the end-users to track their requests and Details.
  • Implementation of ITSM, Service Portal, ITAM, and Virtual Agent (SD2.0) to automate the Catalog requests based on the business needs.
  • Implemented workflows for Automating Onboarding Employees and Contractors using an approval engine.
  • Integrated the client’s Active Directory with ServiceNow to provide them with role-based access to various Job Function and Catalog Items.
  • Scanned and collected data from various data centers and sub-networks, ensuring all configuration items (CI), relationships, and dependencies within CIs is captured.
  • Provided training and support for this new solution to ensure client’s staff can create catalog items and understand its workflow in a user-friendly way

Outcome

  • 80% decrease in IT spend
  • Improved customer experience and satisfaction rate by 200%
  • Automated and standardized IT service management for all departments

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