Loosely integrated legacy solutions

The challenge

Our client’s business has developed through acquisitions and mergers. As a result, the company’s business operations were backed by a collection of old, fragmented and loosely integrated legacy solutions. The process became expensive and error-prone due to excessive manual duties and a lack of automation or self-service capabilities. Its contractual service levels and customer satisfaction percentages would have been threatened if it had not modernised its support infrastructure.

Our solutions

To upgrade its service delivery system, our client chose ServiceNow’s cloud-based service management solution. ServiceNow’s multiple out-of-the-box functions, such as service request management, incident, knowledge, problem, change, and others, are utilised in the implemented system. The unique operating environment and requirements necessitated the customization of features such as work order management and customer onboarding. A template-based, multi-language notification engine, a multiple condition approval engine, a dynamically created e-Worksheet with an electronic signature, and several other functions were provided by us.

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