Suma Soft Optimizes ServiceNow Managed Services for a Global Retail Chain

Client's Background

A globally recognized retail chain, with a significant physical and digital presence, manages a vast and intricate IT ecosystem. The organization is responsible for supporting its diverse retail operations, including point-of-sale systems, supply chain management, e-commerce platforms, and internal employee tools. Recognizing the critical role of IT in maintaining operational efficiency and ensuring customer satisfaction, the company is deeply committed to delivering high-quality and reliable IT services consistently to its extensive workforce. They are committed to fostering a culture of continuous improvement and are actively seeking to enhance their IT service delivery capabilities through strategic technology investments and process enhancements.

Challenges

  • Manual Interventions:

    The organization's reliance on manual processes leads to increased response times, potential errors, and a higher workload for IT staff.

  • Inefficient Workflows:

    Unoptimized workflows within the ServiceNow platform result in bottlenecks, hindering overall productivity.

  • Limited Operational Scalability:

    The current IT service management setup struggles to scale effectively, challenging the company's growth and expansion.

  • Complex IT Environment:

    Complex IT infrastructure makes maintaining consistent service levels and implementing streamlined processes difficult.

Project Requirements

  • Consistent IT Processes:

    The client's IT processes varied across regions. Hence, they sought streamlined processes to optimize their IT services, guaranteeing optimal platform performance and a seamless user experience.

  • Faster Issue Resolution:

    The platform’s day-to-day tasks include monitoring and analyzing potential issues, resolving them before they disrupt your users, and reducing incident resolution time by 50% in addressing IT issues for customers and employees.

  • Automated and Efficient Workflows:

    Targeting an increase in user adoption of the ServiceNow platform by 60%, the retailer sought streamlined workflows and automated processes that reduced manual interventions and inefficient workflows.

  • Increased Productivity and Operational Scalability:

    An optimized and streamlined process that has automated at least 70% of routine IT tasks would allow the client to gain maximum value while improving performance, productivity, and operational scalability.

  • Quick Response Time:

    The system experienced downtimes during peak business hours. Faster resolutions will help minimize downtime and security vulnerabilities, increasing performance, productivity, and ROI through monitoring and security management.

The Suma Soft Approach

Suma Soft collaborated with the retail chain to deliver customized ServiceNow managed services, ensuring seamless IT operations and scalability to match the company’s growth. Leveraging ServiceNow’s features, the client transformed their IT operations into a robust and scalable framework.

  • Role-Based Training:

    Suma Soft's ServiceNow solution included customized role-based training on specific functionalities, workflows, and best practices to empower users and ensure they experience ServiceNow to its full potential. This resulted in a 72% improvement in user adoption within the first three months.

  • Optimized Workflows for Global Consistency:

    Workflows were optimized to ensure consistency across all regions, enabling continual improvement, reducing operational costs, and maximizing ServiceNow ROI. This standardization reduced IT support costs by 60%.

  • Advanced Automation:

    Our ServiceNow Managed Services leverage cutting-edge tools and technologies, and 75% of routine IT tasks are automated. This significantly reduced manual intervention, freeing up IT staff to focus on more strategic initiatives and improve efficiency.

  • Proactive Monitoring:

    Our team continuously monitored the client’s ServiceNow platform's day-to-day tasks and analyzed them for potential issues, resolving them before they disrupted users. This proactive approach resulted in a 40% reduction in system downtime.

  • Performance Tuning:

    Our team of certified experts ensured peak performance and delivered tangible business value through implementing performance tuning to optimize system performance.

  • Actionable Analytics:

    Actionable analytics were provided to gain insights into IT operations. Implementing real-time dashboards improved visibility into key IT performance indicators by 65%.

  • Robust and Scalable IT Framework:

    These improvements collectively transformed IT operations into a robust and scalable framework by adjusting resources and services to meet evolving needs.

A Streamlined IT Environment

With Suma Soft’s efforts, the retail chain significantly improved its IT operations. User adoption of ServiceNow rose significantly, enabling teams to handle IT requests more effectively. Optimized workflows and automation reduced ticket resolution time and improved the quality of service delivery. The proactive approach led to a notable reduction in downtimes, ensuring uninterrupted service during high-traffic periods.

  • 72% Increase in User Adoption

  • 55% Reduction Resolution Times

  • 40% Improved System Stability

  • 55% Increase in Agent Productivity

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