Healthcare Network Automates SWAG Management with ServiceNow
50%
increase in employee engagement
85%
reduction in issue resolution time
100%
elimination of manual processes
"I know we are just beginning this journey, but this past week has been an indicator of your talents, and I look forward to leveraging your skills and customer engagement on our continued journey toward success on the ServiceNow platform"
Chief Information Security Officer, Healthcare Network
Summary
A healthcare network partnered with GlideFast to streamline its manual and inefficient SWAG (branded items) management process, which relied on emails and spreadsheets. GlideFast implemented a custom solution within the ServiceNow platform, featuring an employee portal, centralized workflows, and automation tools like Playbooks and the Process Automation Designer. This transformation eliminated manual inefficiencies, reduced issue resolution time from one week to one day, and provided a user-friendly, automated system that enhanced operational efficiency and employee satisfaction.
Overcoming Challenges in SWAG Management with a Centralized Solution
The client faced significant challenges with their manual SWAG request and fulfillment processes, relying on inefficient methods like emails and spreadsheets. This decentralized system led to errors, coordination issues, and difficulty in tracking requests. Seeking a more streamlined and automated approach, the client partnered with GlideFast to implement a solution that addressed these inefficiencies and positioned them for long-term success in managing SWAG fulfillment effectively.
Innovative Solution for Streamlined SWAG Management
GlideFast delivered a tailored solution to tackle the client’s SWAG management challenges. A custom employee portal was developed for seamless SWAG request submissions, alongside a bespoke application for the Swag team to centralize and manage the entire fulfillment lifecycle. Leveraging advanced ServiceNow features like Playbooks, Workspace, and Process Automation Designer, the solution automated repetitive tasks, streamlined workflows, and enhanced team collaboration. Additionally, automated PDF generation improved vendor communication, ensuring clarity and maintaining precise records. This comprehensive approach modernized SWAG management, reducing manual effort and boosting efficiency.
Key Metrics Achieved in SWAG Management Transformation
The implementation of the new solution brought significant improvements to the client’s SWAG management process:
- Elimination of Manual Processes: The new automated system replaced 100% of manual workflows (emails and spreadsheets), leading to a 30% reduction in processing time for each SWAG request and eliminating errors caused by manual data entry.
- Dramatic Reduction in Issue Resolution Time: SWAG request resolution time decreased 85%, from an average of one week to just one day, enabling a 90% faster response rate, improving overall efficiency and speed of fulfillment.
- Enhanced Employee Experience and Engagement: The custom portal resulted in 80% employee adoption within the first month, streamlining the SWAG request process and leading to a 50% increase in employee engagement due to easier access and quicker turnaround times.
These transformative results shifted the client’s SWAG management from a labor-intensive, reactive approach to a proactive, efficient, and automated system that exceeded expectations.
Industry:
- Healthcare
- Nonprofit
Location:
Pennsylvania, United States
People:
19,000+ Employees
Products:
ServiceNow Service Portal