Next-level home office with a global logistics company

Servicenow case study implementation logistics comapny

Next-level home office with a global logistics company

About our client

Logistics and transportation company is a British firm that offers complete supply chain solutions utilizing high-quality infrastructure, modern facilities, and proven IT systems like ServiceNow to meet and exceed the expectations of their customers. The organization is committed to developing employees, focusing on consistent quality and service to their customers by providing the employees with the skills, training, support, and opportunities. To deliver this, Logistics company has developed a Global Human Resources Team (GHR) that supports and encourages employee development activities within each region and at every location in the company.

Main goal: adjusting to the new reality

Since the COVID-19 outbreak working from home has become a norm for most companies. The problem was how to ensure workers with the needed office supplies like desks, monitors, etc. Client wanted to provide its employees with a simple, productive at-home office. As it was a big project, logistics company as a ServiceNow client, decided to get help from an experienced partner, SPOC.

CSM as a solution

SPOC proposed implementing either App Engine to address only the client’s employees or Customer Service Management (CSM), opting finally for the second one. The CSM was an optimal choice since it allows speed to market, cost and fulfilling clients’ expectations – all of it based on existing infrastructure. It could also support many external users, which in practice meant separating data, setting up accounts, and access management.

Our perspective

I count on further cooperation with client because the process we are creating is very innovative, and there is so much more we can add there. I hope the OIAB will continue to grow and that customer will be able to onboard multiple clients after the pilot launch.

Tomasz Sienkiewicz

R&D Manager at SPOC

Magda Kurzymska

I’m proud that we were able to implement such a custom solution for a client. I hope it will bring as many benefits as planned. Of course, I hope that our cooperation will continue to grow and create new opportunities to develop the platform. 

Magdalena Kurzymska

Project Manager at SPOC

R&D Manager

Project Manager

Development stages 

Thanks to the workshops, it was possible to create a backlog. SPOC with client agreed that the initial grand vision needs to be streamlined and scaled-down, beginning with an MVP and expansion in the next phases. The choice of CSM allowed the creation of 2 roles at customer – the fulfiller, responsible for the order processing and the requester that sends their order.  

 

The realization of the project was divided into 2 phases – both of them lasting three months. In the first phase, SPOC created a useful product, and in the second – improved the visual aspect. SPOC decided to start with a solid requirement analysis and workshops that allowed further discussions, presenting a short CSM demo for our partner.  

SPOC’s roadmap: 

  

  • Sprint 1 – launching CSM, service catalogue, creating basic test accounts, separating Office In The Box orders from basic OIAB Portal set-up  
  • Sprint 2 – workflow, portal customization, “completing” the process 
  • Sprint 3 – integration with the WMS system for sending order information from ServiceNow and receiving Estimated Time of Delivery as well as Actual Time of Delivery back to ServiceNow  

Benefits from cooperation with SPOC 

A portal where requesters can choose and order necessary home office equipment

The logic for the ticket system, a complete set-up for new clients and automatization in terms of adding people to different groups

Administration back-end to define access and available products for the clients

Possibility to add new integrations and additional configurations like allowance and approvals

Highly adaptable additional functionalities, e.g., health and safety materials for a smooth onboarding

Fixes of existing instance problems, e.g. admin access rights or portal widgets, additional UX support

What does the client say?

We didn’t think we could achieve such an ambitious plan. Together with SPOC, we worked out the project phases, the required elements and enhanced them with entirely new capabilities. Certainly, a great advantage of cooperation is the flexible approach and competence of the project team – together, we create unique solutions for us. 


Customer representative

European ServiceNow and Service Desk Manager

Data-Driven Transformation: Elevating Law Firm Efficiency with ServiceNow

Data-Driven Transformation: Elevating Law Firm Efficiency with ServiceNow

About

Our client is a British multinational law firm, headquartered in London, England. Founded in 1838, it is a member of the “Magic Circle” of elite London-headquartered law firms. In a sweeping transformation, our client introduced Secretarial Services, a novel approach to managing secretarial tasks across practice groups. Shifting away from the conventional model of assigning secretaries to individual fee earners, they adopted a unified approach to streamline operations and enhance task completion.

Main challenges

In navigating their journey towards streamlined excellence, the law firm grappled with several pivotal challenges: Balancing Workload Equilibrium: Orchestrating an equilibrium in task distribution among secretaries while maintaining a dynamic responsiveness to real-time demands. Effort Transparency and Analysis: Unveiling the intricate tapestry of effort expended by each secretary on diverse tasks, facilitating informed decisions to optimize productivity. Harnessing Fee Earner Insights: Crafting a conduit to channel insightful feedback from fee earners, illuminating avenues for continuous enhancement of service quality. Insight-Driven Decision Landscape: Transforming raw data into a wellspring of actionable insights to fuel the firm’s strategic and informed decision-making.

Solution

The law firm harnessed the power of ServiceNow, a robust enterprise cloud platform, to seamlessly integrate with their Secretarial Services implementation and tackle these challenges head-on, ushering in a new era of data-driven operational excellence.

1. Task Distribution: Leveraging ServiceNow, real-time task tracking became possible, offering a dynamic view of task volume throughout the workday. Trend diagrams illuminated task patterns, enabling precise coordination of secretaries across different times and locations, effectively balancing their workload.

2. Performance Evaluation: ServiceNow provided a window into the efforts invested by each secretary on specific tasks. Armed with this data, the management could provide tailored feedback, identify skill gaps, and offer targeted training to enhance individual and collective performance.

3. Feedback Ecosystem: With ServiceNow’s intuitive interface, collecting insightful feedback from fee earners regarding secretarial service quality became a streamlined process. This continuous feedback loop empowered the firm to refine and elevate their service offerings continually.

4. Data-Driven Strategic Making: ServiceNow’s transformative capabilities turned raw data into actionable reports, offering valuable insights into secretarial operations. Armed with this intelligence, the firm’s leadership made informed and strategic decisions to optimize operations.

Our perspective

Marta Piotrowska

Within this transformative tapestry, cohesive teams harmonize with data-driven insights. Through Secretarial Services, our client’s secretaries rally in unity, fortifying support to fee earners. The integration of ServiceNow ignites a paradigm where data unfurls strategic decisions, shaping task distribution dynamics and amplifying performance. This triumph galvanizes our pursuit to craft bespoke applications, perpetually refining operational effectiveness for our diverse clientele.

Marta Piotrowska

Senior Project Manager at SPOC

It may sound as exorbitence to use enterprise service management platform to manage even most simple business processes. The secret is to utilize the components that would bring values without overcomplicating process and allow to accelerate not changing the way of working that much. In my eyes this is what was achieved by this project – introducing new modern digital surface, reducing manual effort and incorporating far greater visibility and tracebility to the task handling process but still keeping simple things simple.

Sylwester Jassa

Presales Manager & Solution Consultant at SPOC

Senior Project Manager

Presales Manager & Solution Consultant

Success and Future Expansion

The implementation of Secretarial Services, seamlessly integrated with ServiceNow, reaped substantial rewards for the law firm. The shift to a cohesive secretarial unit drastically improved task turnaround times and completion rates, culminating in heightened operational efficiency.

Inspired by this success, the firm envisions extending this approach to other organizational functions, propelling continual operational effectiveness. By adopting similar custom applications, the firm aims to optimize various business processes, ushering in a new era of enhanced performance.

Read more about streamlined legal operations unlock efficiency with a dedicated legal app.

Benefits

Amplified Operational Efficiency: The cohesive secretarial approach, bolstered by data insights, propelled swifter task completion, optimizing the firm’s operational efficiency.

Elevated Service Quality: Fee earner insights facilitated continuous refinements, leading to an elevated quality of service that resonated throughout the organization.

Strategic Decision Empowerment: Armed with data-driven insights, the firm’s leadership fostered informed decisions, laying the foundation for future-proof strategies.

Enhanced Resource Allocation: Task distribution equilibrium facilitated by ServiceNow led to resource optimization, catering to real-time task demands effectively.

Cultivated Professional Growth: Effort transparency and analysis empowered targeted upskilling, enriching the skillset of secretaries and nurturing professional growth.

Iterative Advancement: The success of Secretarial Services and ServiceNow integration set the stage for broader applications, catalyzing perpetual operational enhancements.

Fast ServiceNow and Jira integration

Gaspol case study ITSM Servicenow

Fast ServiceNow and Jira integration

About Gaspol

The Polish leader of the liquid gas market, part of the world-leading company – SHV Energy, offers modern technological solutions. Thanks to 30 years of experience in liquefied petroleum gas (LPG) market, they have an excellent knowledge of gas suppliers and the sources. Gaspol has its own modern infrastructure with three reloading terminals, five liquid gas plans and a specialized tank fleet for LPG and LNG transport. Thanks to three different terminals’ locations, the company offers flexibility concerning suppliers. The extensive dealership, constantly growing distribution centre net and 20 000 points of sale in Poland. Gaspol is one of the top multi-energy companies in Europe.

Main challenge: many areas, several parties

After initial analysis, we identified four main areas that needed attention: ITSM – Handling of incidents and service requests for improvements || Measures for processes and reporting || CMDB || Team utilization and work time reporting.

Challenges

The handling of incidents and service requests related to improvements in the ITSM area was selected as a pilot implementation. The project involved several parties, including: 

  • Gaspol employees responsible for overall coordination, requirements delivery and acceptance testing support 
  • SHV Energy as the owner of the ServiceNow platform,  
  • Accenture as the company managing the ServiceNow platform on behalf of SHV 
  • Sii managing the Jira platform on behalf of Gaspol 

Our perspective

Direct cooperation with all project stakeholders allowed for flexible adaptation of the solution to the client’s needs. Thanks to that, we shortened the communication paths to the minimum.

Adam Niewęgłowski

PMO at SPOC

Filip Świętek

The implementation uses new solutions available on the ServiceNow platform like Jira Spoke in the Integration Hub. It allowed us to speed up the work compared to writing a fully custom integration. At the same time, required handling many exceptions and introducing a few improvements due to the limitations of the box tool.

Filip Świętek

ServiceNow Developer at SPOC

PMO

ServiceNow Developer

How we adressed it?

During the pilot implementation, together with our stakeholders, we implemented direct integration between the ServiceNow and Jira systems. The change concerned both incident reporting forms and service requests, as well as mapping and data processing logic during the exchange between systems. We handled the exceptions to ensure smooth work. We opted for using Integration Hub/Jira Spoke plug-in to support ServiceNow integration. The actions taken by the end-users were modified on an ongoing basis as a part of improvements during testing sessions. The result of the pilot project was the introduction of two-way, automatic integration of the ServiceNow and Jira systems in the assumed implementation area.

Project’s phases

The pilot implementation consisted of several phases, including:

Product workshops to collect the customer’s initial requirements along with the assumed mappings between the systems.

A meeting inaugurating the project to confirm the main goals, scope and assumptions of the project, raise the identified risks and agree on responsibility, communication and escalation channels among the main stakeholders of the project.

The implementation of the solution and joint demonstration and test sessions.

Introduction of changes and improvements along with solution acceptance tests.

Knowledge transfer session, including documents on high and low-level architecture and the solution transfer plan for other environments.

Assistance in transferring the solution code between the client’s environments and final acceptance of the solution.

What does the client say?

The integration of ServiceNow and Jira allowed us to minimize the number of tools used by the maintenance team. It improved the development procedures and shortened the path between the developer and the reporter thanks to the possibility of direct contact (synchronization of comments between systems).


Tomasz Kobusiński

Systems maintenance and implementation coordinator at GASPOL

Efficient HR processes with ServiceNow

Efficient HR processes with ServiceNow

Recruitment outsourcing leader

Alexander Mann Solutions (AMS) is a talent acquisition and management company providing services to 100 blue-chip organizations across over 90 countries. Since 1996 the company has grown to this day, having more than 4000 employees and operating in 40 different languages. The main goal of AMS is to help organizations optimize, build and re-shape their workforces.

Main challenge: HR process management

The HR process management at AMS was handled with Outlook and Excel trackers. Due to multiple decentralized systems, the employees needed to assemble documents, lowering time efficiency physically. Manual communication management with the candidates and various candidates’ information storage slowed down the process. Since HR workflows lacked visibility, operational control was not sufficient.

ServiceNow implementation process

We focused on three areas of AMS work: meeting scheduling, HR process management, and the communication platform. In meeting scheduling, we focused on reflecting actual attendees’ availability, correct recipient details, measurement of SLAs, and the Multiple Applicant Tracking System. To do it, together with AMS, we developed a platform with 24/7 access and a mobile-friendly design. Booking meetings became easy thanks to the participants’ availability dashboard and self-scheduling option both for candidates and interviewers, as well as configurable notifications and reminders. The new platform allows real-time configurable reporting, administrator dashboard & SLA reporting.

In the HR process, the ServiceNow Platform solution, internally called OMBRA, enhances the quality and efficiency of the offering and onboarding processes. The application increases engagement and access to information for all stakeholders. It’s integrated with RPA, which extracts offer details from an Applicant Tracking System (ATS) and runs additional calculations. The new multi-channel communication platform based on ServiceNow has addressed the speed, optimization, and efficient communication problems. It integrates third-party solutions into one platform that incorporates workflows and a ticketing system. It is built on a domain separated ServiceNow instance, with its own logically separated database for each client, resulting in:

  • streamlined processes,
  • client security through data segregation,
  • real-time, customizable and detailed reporting,
  • automatic logging of tickets in ServiceNow,
  • embeddable into any client site/social media profile,
  • user-friendly interface.

Our perspective

Piotr Andrych

SPOC Delivery Team always focuses on creating and maintaining the custom Servicenow applications in a way that maximizes business value by responding to a rapidly changing business environment and customer requirements. AMS’s long and broad expertise in HR recruitment processes management and consulting, as well as SPOC experience in guiding best practice development of the efficient bespoke applications on the ServiceNow platform, result in creating the applications which facilitate faster and more seamless services delivery.

Piotr Adrych

Senior IT Project Manager at SPOC

Senior IT Project Manager

ServiceNow benefits for AMS

Implementing the AMS Helpdesk tool resulted in many improvements and new features. We focused on developing the dedicated chatbot element and the upgrade of the user portal. The purpose was to offer automation to AMS end users and an attractive interface that ensures a smooth and user-friendly journey through all process stages. Benefits apply to three strategic sectors: meeting scheduling, HR process management and communication platform.

Benefits

Effective management of high volumes of high-priority data tasks

Facilitated access to information for all stakeholders

Reduction of turnarounds

Standardization of offering & on-boarding processes

Improvement of workload management & dispatching

Possibility of further process automation & usage of new tools

Multiple communication tools available within one platform

Each region has its separated database

Easy access to information

What does the client say?

Our aim was to automate helpdesk services and integrate different technologies – both are something our ServiceNow-based communication platform is really good at!


Anita Antosz

Product Manager at AMS

OMBRA is an integrated solution, implemented together with SPOC, that enhance quality and efficiency of offer and onboarding processes and at the same time increases engagement and access to information to all parties involved in the process.


Joanna Rutkowska

Senior Product Manager at AMS

Thanks to the SPOC team we decided not to use market-ready products but invest in a customised chatbot interface and live chat mechanism. The SPOC team is able to deal with a number of challenges we give them on a daily basis and they mastered a can-do attitude when facing the impossible.


Katarzyna Pleti

Manager at AMS