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ServiceNow’s ITSM Solution – The Missing Piece for a National Retail Chain.
At its largest point, this century-old national retail chain had seen yearly revenue in excess of $1.6 billion. With close to 800 locations across 42 states, they established themselves as a recognized brand serving their customers through over 14,000 retail employees.
With a network of stores and employees as extensive as theirs, implementing and managing IT services was challenging and time-consuming, especially with outdated tools and legacy processes. Recognizing their need to improve the experience for their internal customers, they came to ITS to implement ServiceNow’s ITSM solution.
Inconsistent Departmental Processes - A lack of unified processes for handling support ticket tracking, change management, and communication lead to delayed response times.
Segregated Systems and Tools - Every department was utilizing different systems and tools, which contributed to decreased visibility, inefficient processes, and increased costs.
Inefficient Service Desk Processes - Employees were required to call the service desk to submit a ticket, which was manually entered into one system, with a follow-up email to the IT Team.
Increased Labor Burden - The need for Sales Associates to call the Service Desk to submit a support ticket contributed to increased labor costs in both retail and IT staffing areas.