The Barcode Warehouse (TBW) relied on legacy systems to manage the inbound and outbound flow of assets and to log service calls. To improve efficiency and increase the robust nature of the service offered to customers, TBW needed to invest in its operational infrastructure.
Martyn Broadhead, Sales & Marketing Director, picks up the story:
“It was important to consolidate a number of systems and requirements onto a single platform. For example, we used one system to support our service desk and another to help track our assets.
Our existing infrastructure has been heavily customised over time and ‘out of the box’ service management systems couldn’t meet our diverse needs. We wanted a platform that was sufficiently flexible to grow with us and bring automation to a number of different business processes.
We chose ServiceNow as it offered a configurable solution that could immediately meet some of our core requirements”
In addition to Incident, Problem and Change management, a significant amount of work went in to mapping our unique operational asset processes such as bulk management and tracking of our assets. This was a pre-requisite for replacing our legacy service desk activity meaning our staff can now manage customer calls and requests in a more efficient manner.
TBW upgrade and modify many of the mobile devices that it provides to customers. ServiceNow was enhanced to record and track the assets including particular builds and work in progress states for the devices. Adding further complexity was the need to associate an asset with a specific network, SIM card or charger.
In terms of our next day technical exchange service, ServiceNow creates an Incident which generates the necessary tasks to prepare a device with a particular build and accessories and then ship the item to the customer. Similarly, tasks are created if an on-site fix or assistance from the device manufacturer is required.
We are building a detailed Knowledge Base in ServiceNow of the different Incident types. Greater automation has increased our operational speed and efficiency, for example ServiceNow creates a corresponding task to manage receiving faulty devices at the same time as an Incident is logged.
"We now capture more information from the customer when an Incident is generated. This has enhanced the robustness, accuracy and quality of our asset and Incident data."
Broadhead says, “We now capture more information from the customer when an Incident is generated. This has enhanced the robustness, accuracy and quality of our asset and Incident data.
This provides us with a rich source of data to analyse in order to better understand our business, and aid future decision making such as identifying recurring problems. It also drives a new dashboard product for tracking assets which presents information to our clients in dynamic and innovative ways. Our ability to report to customers on service delivery status and performance has been vastly improved.”
“We have achieved our three key goals of improving operational efficiency and lowering costs, providing an even higher level of customer service, and building a competitive advantage in the provision of data analytics.
We have made significant process improvements. By applying greater levels of automation to the asset flows we have reduced the operational cost of processing assets and the early indicators are that we have positively impacted on our unit transaction costs.
"We have better visibility over our assets and can track precisely where any asset is at any given point in time."
We can bulk process the onboarding for hundreds of devices. As they go through each part of the staging process, we can automatically allocate the units to a specific office within a particular location which saves an enormous amount of time.
ServiceNow gives us greater control over our operations. We have better visibility over our assets and can track precisely where any asset is at any given point in time. This information can be communicated directly to customers without having to contact the courier.”
TBW now has an enterprise grade service management and innovative asset lifecycle management system. ServiceNow is our strategic platform for process and service management.