Global IT Solutions Provider – FSM Case Study
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Overview
In today’s competitive environment, businesses need seamless integration and simplified field service operations. Our services improve efficiency by automating manual processes and connecting disparate systems, guaranteeing accurate task tracking, project management, and resource utilization. By implementing curated solutions such as FSM, CSM, and SPM, we allow businesses to achieve 100% compliance, improve case resolution time by 40%, and elevate customer satisfaction.
The client is a leading US-based organization popular for its cutting-edge solutions in data security and communication infrastructure. With a diverse portfolio of tailored IT solutions, the company globally serves industries, equipping organizations with secure and efficient technology. Generating around €750 million (approx.) in revenue, the company employs over 4000 professionals across 150 nations, delivering innovative services that meet the evolving requirements of their clients across the globe.
Challenges Faced
- Disjointed Systems and Poor Governance: Multiple disconnected applications and manual systems for handling field work leads to poor governance and a lack of a unified view.
- Absence of Standardized Processes: There is an absence of a standardized process and approach for handling end-to-end field service work.
- Untracked Field Agent Efforts: Field agents who work offline are not being charged back for their efforts.
- Non-Compliance with Regulations: Statutory and country-specific rules are not being actively and consistently followed.
- Missing Standard Operating Procedures: For routine cases, the standard operating procedures are currently unavailable.
- Need for Centralized Repository: A centralized, access-based repository for field task-related artifacts, including documents, is necessary.
Innovate. Lead. Succeed
Our Approach
Business Process Workshop Leadership
Conducted a workshop to define and document key business procedures.
Defining Holistic System Architecture
Played an essential role in crafting an integrated architecture encompassing systems such as ServiceNow, Salesforce, SAP, Kronos, and custom applications.
Business Needs Categorization
Classified business needs for configuration and customization.
ServiceNow Suite Implementations
Implemented the following ServiceNow suites to improve business operations.
Field Service Management (FSM)
Tracked the work done by field technicians.
Customer Service Management (CSM)
Managed cases handled by business and end-users.
Strategic Portfolio Management (SPM)
Oversaw projects, resources, and time/effort.
SAP-ServiceNow Integration
Combined SAP with ServiceNow to simplify project management.
Timecard Integration for Billing
Combined ServiceNow with a third-party system to process approved timecards for billing.
Phased Rollout Across Entities and Regions
Executed a phased rollout across different entities and geographies/countries.
Results Delivered
- Global Unified Solution: A comprehensive one-stop solution for entities across all geographies worldwide.
- ServiceNow Platform Optimization: Maximized utilization of the ServiceNow platform to align with the customer’s business objectives.
- Case Resolution Efficiency: Achieved a 40% reduction in effort for case resolution and field project implementation.
- Full Compliance: Guaranteed 100% compliance with all statutory needs.
- Improved Customer Satisfaction: Elevated customer satisfaction through accurate and timely task assignment and tracking.
- Real-Time Resource Management: Allowed for real-time reporting of resource availability to effectively manage projects and customer cases.
- Data-Driven Decision-Making: Facilitated better and faster decision-making via advanced reports and dashboards.
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