Finance & Supply Chain
Optimize procurement processes and streamline supplier management with ServiceNow and meet your top goals by enhancing productivity, establishing performance benchmarks, and delivering increased value to the business through efficient and effective operations.
Scenario
This global supplier offers equipment and post-purchase support through contractual agreements involving the manufacturer, partners, and customers. The diverse product range led to separate support teams, causing siloed customer support. The manufacturer needed to reduce response time, enhance the customer experience (CX), and control escalating costs for support and maintenance as the business expanded.
Solution
Leveraging ServiceNow's CSM application, the manufacturer implemented a partner and customer portal with integrated workflows for all requests, communication, and updates.
Results
The implementation yielded a 10% improvement in project team throughput on the ServiceNow solution. This enhancement resulted from the holistic management of customer requests and partner interactions, addressing the initial challenges.