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Revolutionizing Retail: Enhancing Productivity with ServiceNow WSD

Retail - ServiceNow Workplace Service Delivery

The Customer

The online home store industry in which the customer operates is characterized by a dynamic and competitive landscape, catering to consumers' diverse needs in furnishing and decorating their living spaces. As a leading player in this industry, the customer prides itself on offering an extensive range of furniture, decor, and outdoor products, aiming to provide customers with comprehensive solutions for enhancing their homes.

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The Challenge

The client's challenge of efficiently managing desk and conference room sharing among employees is multifaceted, stemming from the complexities inherent in their workforce structure. With a diverse team comprising both on-site and remote employees, navigating the nuances of varying work schedules, remote work arrangements, and physical workspace requirements presents a formidable task.

One of the primary hurdles faced by the client is the dynamic nature of modern work environments, where traditional nine-to-five schedules are increasingly giving way to flexible work arrangements. This flexibility is compounded by the rise of remote work, which allows employees to work from anywhere, at any time. As a result, the client must contend with a dispersed workforce that operates across different time zones, making it challenging to coordinate desk and room reservations effectively.

The Solution

Our team proposed implementing Workplace Service Delivery applications, Workplace Reservation Management and Workplace Case Management, to address the client's needs effectively. Initially, we guided the client through different end-user experiences available, consolidating multiple portals into a singular Employee Portal for streamlined access. Additionally, we migrated workplace services out of the IT workflow, enabling clearer departmental separation and enhanced user experiences. Reservation management features such as maps, check-in/check-out capabilities, and reminders were integrated to optimize the booking process.


Throughout the project, regular meetings were held with the client to ensure alignment and provide necessary guidance on agile methodologies and best practices. Training sessions were conducted to familiarize the client with the new systems, and extensive testing was carried out to guarantee seamless functionality.

Results

The project reached its successful conclusion, marking a significant milestone for both the client and our team. Throughout this period, meticulous planning, diligent execution, and effective communication were instrumental in overcoming challenges and achieving project objectives.

The implementation of the reservation system empowered employees to secure designated workspaces upon arriving on-site, eliminating the uncertainty and inconvenience associated with finding available desks or meeting rooms. This enhanced the overall workplace experience and contributed to improved productivity and morale among employees.

With streamlined reservation processes in place, the client experienced tangible benefits regarding workplace efficiency and resource utilization: The ability to allocate workspaces effectively ensured that valuable resources were utilized optimally, minimizing instances of underutilization or overbooking. Moreover, the client fostered a culture of collaboration and accountability within the organization by providing employees with a user-friendly reservation platform.

 

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