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Reshaping Field Service Dynamics with ServiceNow FSM
Success StoryCustomer ExperienceIT and Security

Reshaping Field Service Dynamics with ServiceNow FSM

Reshaping Field Service Dynamics with ServiceNow FSM

The customer, a prominent provider of IT and security systems in the Middle East offers full-line solutions that sustain businesses and communities, from enterprise networks to industrial supply chains, and video surveillance applications to electric power distribution. In this high-stakes environment, delivering exceptional field service is crucial for maintaining business continuity for their clients.

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Streamlined Operations

Field service management was optimized with ServiceNow FSM, automating tasks, scheduling, and gaining real-time technician visibility for smoother operations.
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Improved Knowledge Sharing

Seamlessly facilitated knowledge sharing, enabling quick access to relevant information and best practices, thereby minimizing downtime.
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Enhanced Service Delivery

Achieved faster response times through automated SLA management and efficient task routing.
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Optimized Resource Allocation

 Improved dispatching and assignment processes, ensuring tasks were allocated to the right technicians promptly.

Operational Hurdles in Field Service Delivery 

As a service-oriented organization, the customer faced challenges in effectively managing their field service operations. With increasing clients and projects globally, they needed a more efficient and streamlined process to handle work tasks performed on location. The following factors impeded their ability to deliver prompt and efficient client service.  

  • Manual and disconnected processes result in a heavy administrative lift 
  • Scheduling and dispatching inefficiencies impacting travel time, overtime, and first-time fix rates 
  • Lack of real-time visibility into technician activities 
  • Changing consumer needs and expectations 

Recognizing the need for a robust and scalable solution, the customer leveraged their existing partnership with INRY. Given INRY’s deep understanding of the customer’s business landscape and platform usage, and the customer’s 5/5 experience working with INRY, the decision to expand their ServiceNow footprint with FSM was a natural progression. As a ServiceNow Elite Partner with over a decade of successful digital workflow automation implementations, INRY's proven expertise in field service management transformation aligned perfectly with the customer's vision for operational excellence and scalable growth. 

INRY's Comprehensive and Strategic Approach to Enhancing Field Service Management 

INRY adopted a phased approach to implement ServiceNow FSM for the customer, ensuring a smooth transition and immediate improvements in field service management. Through a series of workshops and hands-on labs, INRY engaged with Customer to understand their processes deeply, laying the groundwork for successful implementation and optimization. Additionally, INRY prioritized effective communication and collaboration, ensuring alignment with the customer's objectives and fostering a strong partnership for future growth and innovation. 

The implementation was focused on essential functionalities to kickstart the Customer's journey toward optimized field service management. Key highlights include: 

  • Work Orders and Tasks Management: INRY facilitated the seamless creation and management of FSM work orders and tasks through multiple channels, whether initiated from CSM cases or directly within the FSM application. This involved efficient case routing, queueing, assignment, and closure processes, ensuring smooth operational flow and timely task completion. 
  • Dispatching and Assignment of Work Orders: INRY implemented functionalities for dispatching and assigning work orders and tasks, optimizing resource allocation, and ensuring tasks reached the appropriate individuals promptly. 
  • Agent Calendar Integration: They integrated and updated the agent calendar within ServiceNow FSM, providing visibility into work schedules, assignments, and events allowing agents to manage their time effectively. 
  • Knowledge Management: Empowered the customer with knowledge bases and intuitive search functionality, expediting issue resolution and improving service quality by providing easy access to self-help resources for technicians and customers.
  • Customer Service Portal: Developed a customized self-service portal, providing easy access to information and support resources. Integration with knowledge service catalogs and virtual agents enhanced the user experience, enabling efficient issue resolution.
  • Dashboards and Reports: Implemented to Provide real-time insights into key performance indicators through configured dashboards, allowing the customer to identify areas for improvement and drive continuous optimization.
  • Request management: Executed request management, providing end-to-end service requests and fulfillment on a unified platform. Leveraging various catalog items and features they ensured streamlined request handling with optimized workflows and role-based access, enhancing user experience. 

Post-implementation, INRY demonstrated unwavering dedication to ensuring the sustained success of the client's ServiceNow FSM adoption. Through dedicated remote support, INRY promptly addressed customer inquiries, nurturing a culture of ongoing learning and enhancement. Additionally, INRY conducted customized working sessions to facilitate the transition of Power Users to ServiceNow FSM, ensuring efficient utilization and optimal platform benefits. Throughout the process, INRY also provided post-go-live support, collaborating closely with the customer through regular checkpoints and insightful performance evaluations to refine strategies and drive continuous optimization, thereby maximizing the platform's potential. 

Key Outcomes from INRY's FSM Solution Implementation 

  • Improved Efficiency: Streamlined workflows for work order creation, task assignment, and case management should lead to faster completion times and reduced administrative burden.  
  • Enhanced Customer Satisfaction: Faster response times due to automated SLA management and efficient task routing can significantly improve customer satisfaction.  
  • Increased First-Time Fix Rates: Empowering technicians with knowledge bases and intuitive search functions can lead to faster issue resolution and a higher success rate on the first visit. 
  • Increased Productivity: Technicians have access to the necessary knowledge and resources through FSM knowledge management, leading to quicker issue resolution and reduced time spent searching for information. 
  • Compliance Management: The FSM system facilitated compliance management by ensuring that technicians followed standard operating procedures, safety protocols, and regulatory requirements during service delivery, reducing the risk of compliance-related issues and penalties. 
  • Optimized Field Operations: By providing real-time visibility into technician activities and field service performance, the FSM solution enabled the customer to optimize field operations. They could track technician routes, monitor task progress, and adjust schedules as needed, leading to smoother and more efficient field service delivery. 

Through collaboration with INRY, Customer successfully transformed its field service management operations, achieving greater efficiency, productivity, and customer satisfaction. The partnership between the customer and INRY exemplifies the power of innovative solutions in driving digital transformation and business success. Through strategic planning, meticulous implementation, and a relentless focus on customer success, INRY empowered the customer to overcome operational challenges, enhance efficiency, and deliver unparalleled service excellence. 

 https://www.inry.com/hubfs/INRY/PDF/insights/Success%20Stories/1118-Reshaping-Field-Service-Dynamics-with-ServiceNow-FSM.pdf

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