Nationwide Grocer Enhances Efficiency with ServiceNow CSM

40%

45%

50%

"GlideFast is able to distill down complex topics for our business partners, and it's been very helpful. GlideFast has been great for us."

Summary

Transitioning from WordPress to ServiceNow for Better Efficiency

Before implementation, the client used a self-maintained WordPress site connected to Power BI, allowing retail partners to view essential franchise data. The site was also linked to several legacy systems. Account teams needed more interactivity, visibility, and reduced manual effort in managing customer data. Despite effectively using existing infrastructure, the client lacked critical efficiencies for account representatives. Given their existing use of ServiceNow for internal IT, exploring ServiceNow Customer Service Management to enhance support and efficiency was a logical next step for the leadership.

Optimizing Retail Partner Management with ServiceNow

The solution involved implementing ServiceNow's Customer Service Management after understanding the operations and hierarchy within the Retailers Partner structure, paired with careful consideration of the roadmap ahead. The Business-to-Business (B2B) data model was coupled with the Business Locations industry data model to ensure success:

Franchise locations were designated as External Business Locations.
Corporate-owned stores were designated as Internal Business Locations.
This approach facilitates future expansion of the Customer Service Application.
It empowers Retail Partners by returning vital data management to their hands.

One notable feature is a registration process that allows partners to self-serve the management of their employees. This includes:

Initial registration, modification, and deactivation of users.
Managing roles within the partner's organization, from Clerk to District Manager or Owner/Operator.

The functionality ensures client oversight and requires approvals under certain conditions to protect partner data and ensure proper configuration in other supporting systems. Future plans include implementing the Business-to-Business-to-Consumer (B2B2C) data model, which will allow stores to provide customer service to their direct customers and further integrate their Retail Partner content into a ServiceNow Portal.

Achievements from ServiceNow’s CSM Solution

The implementation of ServiceNow's Customer Service Management has significantly enhanced efficiencies and capabilities. It has empowered account teams with greater interactivity and visibility while reducing manual efforts in managing customer data. The following benefits were achieved:

Enhanced Efficiency: Achieved a 40% reduction in manual data management efforts, reducing time spent on data entry and retrieval, leading to a 25% increase in overall operational efficiency.
Increased Visibility and Interactivity: Enabled a 50% improvement in account team productivity, with a 35% increase in the frequency of customer data updates and interactions, resulting in a 20% faster response time to customer inquiries.
Faster Issue Resolution: Streamlined service processes reduced average IT and product support issue resolution time by 45%, cutting down resolution time from 72 hours to 40 hours.