High dependence on paper, spreadsheets, and manual tasks caused delays and long resolution times at the Casey’s Store Helpdesk. With over 2000 stores and growing, smooth interaction between field service executives, corporate service coordinators, and other departments is critical for Casey’s.
With a targeted implementation of ServiceNow, INRY helped Casey’s leverage automation to streamline interactions, intelligently route Store Helpdesk cases between teams, and efficiently manage the workload of field service executives.
Personalized dashboards provide District Managers, Area Managers, and Area Supervisors increased visibility into store health
A new mobile app helps Field Service Executives to track their workload on the go and update status of incidents with a few taps
Intelligent routing of cases in ServiceNow connect previously siloed departments leading to better collaboration and efficiency
A phased implementation approach with rapid prototyping helped the team to immediately start realizing value