Service Now Implementation for Leading Retail Chain
About Client
One of the major global retail chains approached Aegis SoftTech for Service Now implementation as they were facing incident management and service delivery issues. The company known for its presence in over 1000 territories and robust online presence was facing IT operations compromises. This was holding them back from providing good customer experiences neither in-store nor online.
Problem Statement
When the retail Chain approached Aegis for solutions to improve their IT operation efficiency, service delivery, and incident management they said;
- We have fragmented Incident management due to multiple siloed systems across various departments giving poor visibility to track and resolve issues.
- We are struggling to offer good service delivery due to inefficient service desk operations where our employees had to manually log tickets through various channels.
- We are facing scalability issues, inconsistent reporting and analytics, and we are handling inventory, employee onboarding, and customer complaints manually and there are a lot of human errors in the operations.
Our Goals to Address the Challenges
- Automate workflows to reduce manual processes and speed up resolution times.
- Centralized cloud-based platform implementation to Improve collaboration between departments.
- Real-time reporting and analytics for better decision-making.
- Provide self-service portals and automate routine tasks to Increase employee and customer experience.
Solutions We Offered
Aegis consultants proposed service Now implementation to address the company’s pain points. Service Now is a unified platform to integrate and automate service management operations across various departments that resolve every problem stated by clients.
Tech Stack Used
- Modules implemented in the Service Now platform: Incident Management, Service Catalog, HR Service Delivery (HRSD), Knowledge Management, Performance Analytics, and Virtual Agent (Chatbot).
- Client’s legacy ERP& CRM system integration with ServiceNow.
- Integration of Third-party systems like Payroll, employee benefits, and customer Data management systems.
- Service Portal, Service Now virtual Agent, performance Analytics, Power BI, SIR, RBAC, MFA
Phases Of Solution
- Implemented the Service Now platform for incident management.
- Chatbot was developed using the service now Virtual Agent.
- A unified service desk was created with automated ticket routing.
- Created self-service portals for both employees and customers using the Platform’s knowledge management and service catalog features.
- Automated routine HR processes and inventory management tasks.
- ServiceNow Performance Analytics was used to create dashboards and reports.
- Ongoing maintenance and post-implementation support were offered.
- Training was conducted for both IT staff and end users and we set up the Service Now knowledge base.
- We configured the system to integrate new technologies and third-party systems for future upgrades.
Results
Service Now platform implementation has fulfilled the goals we set. The cloud platform allowed the client to easily scale operations as they continued to grow.
- 40% reduction in incident resolution times.
- 30% reduction in manual intervention with automated workflows.
- 25% increase in customer satisfaction scores.
- 20% reduction in operating costs.
Conclusions
Aegis SoftTech's expert ServiceNow implementation transformed the leading retail chain's IT operations, enabling seamless incident management, efficient service delivery, and data-driven decision-making. By automating workflows, integrating systems, and enhancing employee and customer experiences, we helped the client achieve significant improvements in productivity, cost savings, and overall service quality.
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