The Customer
A non-profit healthcare network is operating in the industry with 12 hospitals and over 300 outpatient sites. This organization employs more than 16,000 individuals. Operating anonymously, this entity has played a significant role as a GlideFast client, actively involved in multiple undisclosed projects, shaping the ongoing developments within their operational framework. The organization had prior experience with ServiceNow, utilizing it for IT Service Management (ITSM), IT Operations Management (ITOM), and Service Portfolio Management (SPM).
The Challenge
The client encountered significant hurdles in the manual handling of SWAG (branded items) requests and fulfillment processes. Their existing approach, heavily reliant on manual methods such as email communications and Excel spreadsheets, proved to be inefficient and prone to errors. The decentralized nature of their system led to a lack of coordination, making it challenging to track and manage SWAG requests effectively.
Recognizing the need for a more efficient and centralized solution, the client sought the expertise of GlideFast. The goal was to transition from cumbersome manual processes to a streamlined and automated system that could enhance the overall efficiency of SWAG request management. By enlisting GlideFast's assistance, the client aimed to implement a solution that not only addressed their immediate challenges but also positioned them for a more organized and effective approach to SWAG fulfillment in the long term.
The Solution
GlideFast presented a comprehensive solution to address the SWAG management challenges faced by the client. This encompassing approach involved the development of a custom portal designed explicitly for the employees, providing a user-friendly interface to submit SWAG requests seamlessly. Concurrently, a bespoke application was crafted for the Swag team, offering a centralized platform to efficiently oversee the entire lifecycle of SWAG fulfillment, from sourcing to delivery.
To enhance the functionality and user experience, the solution incorporated advanced features such as Playbooks, the Workspace, and the Process Automation Designer within the ServiceNow platform. Playbooks enabled the automation of repetitive tasks, ensuring a standardized and efficient SWAG fulfillment process. The Workspace provided an integrated environment for collaborative work, facilitating smoother communication and coordination among the team members involved in SWAG management. The Process Automation Designer added another layer of automation, streamlining workflows and minimizing manual intervention.
In addition to these features, the implementation involved the generation of PDF documents for effective communication with vendors. This not only improved the clarity and precision of information exchanged but also contributed to maintaining a well-documented record of vendor interactions.
Results
The implemented solution led to a series of tangible accomplishments, significantly transforming the client's SWAG management processes.
First and foremost, the reliance on manual methods such as emails and Excel spreadsheets was completely eliminated. This marked a substantial improvement in operational efficiency, as it eradicated the potential for errors and delays inherent in manual data entry and communication. The client transitioned from a fragmented and decentralized approach to a unified and automated system, streamlining their workflow.
One noteworthy accomplishment was the elimination of a week-long delay in issue resolution. With the new solution in place, the time to resolve client issues was dramatically reduced from one week to just one day. This efficiency gain not only enhanced the client's ability to respond promptly to SWAG requests but also contributed to an overall improvement in the responsiveness of the entire SWAG fulfillment process.
Moreover, the introduction of a custom portal for employees became a focal point of success. The portal provided a user-friendly and centralized platform for employees to submit SWAG requests. This streamlined submission process not only saved time for employees but also ensured a standardized and organized method for collecting requests. The user-friendly interface of the portal enhanced the overall experience for employees, contributing to increased engagement and participation in the SWAG request process.
In essence, the accomplishments were comprehensive and impactful, ranging from the elimination of manual inefficiencies to the significant reduction in issue resolution time. The client experienced a paradigm shift in the way they managed SWAG requests, moving from a reactive and labor-intensive approach to a proactive and automated system that not only met but exceeded their expectations.
