Overview

The customer is a leading tech provider based in Australia, with a special focus on workplace communication solutions. They are known for their innovative solutions and robust tech infrastructure which caters to a diverse set of clients.

Story of the Customer

Their story underscores the reality that even the most tech-savvy companies can encounter system integration complexities. They encountered challenges with disjointed IT operations and data systems. Despite their tech-savvy nature, the integration of their existing systems with the ServiceNow platform proved to be a complex task. The need for a proficient partner to fully implement the ServiceNow IT Service Management solution became evident, leading them to seek the expertise of FlatworldEdge.

The Challenge

  • The client had trouble integrating their existing data and systems with the ServiceNow platform.
  • There were issues in evaluating process dependencies and understanding data flow during ServiceNow integration.
  • The client lacked the necessary expertise for a full ServiceNow implementation and faced problems with third-party integrations.

The Solution

  • FlatworldEdge automated the client's processes by implementing the ServiceNow platform, enhancing service management.
  • A single integrated solution was developed with a self-service portal, dashboards, and real-time analytics for improved IT management.
  • They improved asset management by consolidating tools, integrating the IT Service Desk, and enhancing the CMBD (Configuration Management Database).

The Result

  • The client implemented the ServiceNow platform, improving service availability and customer experience.
  • FlatworldEdge's support led to lower customer costs, a 66% decrease in resolution times, and enhanced profitability.
  • Post-implementation, the client expanded the use of the ServiceNow platform, enabling easier report generation and business growth.