How We Modernized Document Services

Before the project started, Document Services processes were managed through a custom-built TRACS-based solution supported by selected ServiceNow capabilities. While the environment reflected established operational processes, it also introduced several limitations.

The existing setup created multiple inefficiencies, including limited automation, inconsistent case and workforce management practices, manual administrative effort, and reduced visibility into workload, agent availability, and scheduling.

Operational teams needed a more modern way to manage incoming work, assign tasks, track progress, monitor capacity, and support managers with reliable reporting. At the same time, the new solution had to preserve important business logic from TRACS and align with existing processes without introducing unnecessary customization.

SPOC supported the client in configuring and enhancing ServiceNow Customer Service Management, FSM Workspace, and Workforce Optimisation to replace legacy job handling with a modern case-based operating model.