Leveraging ServiceNow NextGen Training to Enhance Reporting for GlideFast Remote Services Customers
By: Christina Stubblefield
| 2 minute read |GlideFast runs on the ServiceNow platform, a cornerstone of our operations that our late CEO, Michael Lombardo always took immense pride in. When I joined GlideFast, the status reports for our remote services customers were in the early stages of improvement. The Customer Success team was using spreadsheets to track and report client budgets, which was time-consuming and inefficient. Edward Shea, VP of Customer Engagement, had a vision to enhance reporting for all remote projects, and he partnered with VividCharts to achieve this. However, the process still needed to be streamlined and accelerated.
Leveraging my NextGen training from ServiceNow, I saw an opportunity to make a significant impact. My understanding of platform foundations, including reporting table relationships, positioned me well to take on this challenge. I was eager to apply my knowledge and help GlideFast transition from manual spreadsheet reports to dynamic, visual reports using VividCharts.
With the support of Jared Shafton, our VP of IT, here’s how we achieved success:
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Assessment and Understanding
I began by thoroughly assessing the existing reporting process. Understanding the limitations and challenges the Customer Success team faced with spreadsheet-based reporting was crucial. Additionally, I assessed customer needs across all projects to provide deeper insights.
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Leveraging ServiceNow Skills
My NextGen training provided me with a deep understanding of ServiceNow’s reporting capabilities. I used this knowledge to design and implement efficient reporting structures that could be integrated with VividCharts.
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Streamlining Reporting
By focusing on the relationships between different reporting tables, I was able to create a streamlined reporting process. This not only improved the accuracy of the reports but also significantly reduced the time required to generate them.
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Training and Support
I provided training and support to the Customer Success team, ensuring they were comfortable with the new reporting tools and processes. This empowerment was key to the successful adoption of the new system.
The transition to using VividCharts for reporting has been transformative for GlideFast's remote services. We now have real-time, visually engaging reports that provide valuable insights to our customers. This enhancement has not only improved efficiency but also increased customer satisfaction.
My experience at GlideFast has demonstrated the powerful impact that leveraging the right training and tools can have on business processes. The skills I gained from ServiceNow’s NextGen program were instrumental in driving this successful transformation, and I’m proud to have contributed to our ongoing mission of delivering exceptional service to our customers.
Interested in learning how GlideFast and VividCharts can improve your organization’s operations? Reach out to our team today.
About GlideFast Consulting, A Division of Apex Systems
GlideFast Consulting is an Elite ServiceNow Partner that specializes in delivering exceptional solutions on the ServiceNow platform. We pride ourselves on offering industry-leading services, unparalleled expertise, and a track record of positive customer reviews. Our extensive experience in ServiceNow, combined with our unwavering commitment to customer success, sets us apart from our competitors and enables us to deliver successful outcomes for every client. Whether it's our deep platform knowledge, process-driven standardization, or innovative approach, we are dedicated to providing our customers with the best possible experience. Visit us at www.glidefast.com.
