Strategic roll-out of ServiceNow Customer Service Management for Solutionize Global.
The Challenge
Supporting multiple customers, across multiple support desks, Solutionize Global required a customer case management platform that would provide a centralised data model.
The Solution
After discussing Solutionize Global’s business, current processes and objectives with them, we recommended the ServiceNow Customer Service Management product
The Outcome
The integration of ServiceNow was hugely successful and means all three service desks run from the one platform and support efficient workflows and functionality, benefiting both their employees and customer base.
The Organisation
Solutionize Global help businesses achieve their goals through innovative technology solutions, professional consultancy and a range of managed services. Covering both public and private sectors, they deliver creative solutions with technology at the forefront of everything they do.
Find out more about Solutionize Global here.
The Challenge
Supporting multiple customers, across multiple support desks, Solutionize Global required a customer case management platform that would provide a centralised data model. They needed added flexibility to meet their customers needs, as well as streamlined processes to help strengthen their current continuity strategies and enhance employee productivity.
At the time, they had three service desk functions operating with different processes and tools. One was using a legacy, unsupported tool, and another had no existing process in place as the function was brand new. To simplify this, they needed a solution that would enable their team to provide a more bespoke customer experience, whilst still having a back-end experience that was efficient and functional to use.
That’s where we come in!
The Solution
Firstly, we spoke with the lovely team at Solutionize Global to discuss their business, current processes and objectives. We were then able to recommend the ServiceNow Customer Service Management product and assign the right mob members for the job. To drive the right business outcomes and collaborate successfully, we appointed a whyaye Product and Platform Assurance Lead and Specialist.
Working with Solutionize Global’s Project Manager, Executive Sponsor and Subject Matter Experts, we leveraged the ServiceNow platform to put processes in place. To do this, we carried out agile methodology over the course of four sprints, workshops, development, solution validation and mob testing.
The Outcome
The implementation of ServiceNow has been hugely successful. Solutionize Global are now using the platform to fulfil requests faster than was previously possible, using the ServiceNow portal to communicate with their customers. The integration of ServiceNow means all three service desks run from the one platform and support efficient workflows and functionality, benefiting both their employees and customer base.
Further to this, Solutionize Global and whyaye have built a lasting partnership that has continued beyond MVP, enabling us to help them further broaden the use of their new and improved enterprise platform.
James Edge, aka The Grafter, was the Product and Platform Assurance Specialist working on this collaboration. He added:
“This signals the start of a mutually beneficial partnership. We’re looking forward to exploring how the tool can further simplify and automate Solutionize Global’s business process services and enable the team to support more customer growth.”
