Results
29 percent reduction in generic requests
5,200 generic requests avoided yearly
45 catalog items created/revised
3 months from project start to go-live
Applications
THE CLIENT
A global healthcare leader pioneering innovative solutions
A global healthcare company dedicated to developing innovative solutions for complex health challenges. With a strong focus on pharmaceutical products and nutraceutical businesses, the company’s mission is to create new products for better health worldwide. The company’s commitment to innovation extends beyond its products to its internal processes, driving its pursuit of efficient service management solutions.
“It’s a foregone conclusion — I’m giving you a 5/5 CSAT. If I could give you a 6+, I would. I simply couldn’t ask for more. Great, great, great job from top to bottom!”
— Client Representative
THE CHALLENGE
Drowning in a sea of generic requests
The company grappled with an overwhelming volume of generic service requests, accounting for a staggering 62 percent of its total request volume. This high proportion of nonspecific requests was causing inefficiencies across the organization, including the following:
- Reduced customer satisfaction due to slower response times
- Inefficient use of staff resources
- Lack of visibility into specific service needs, hindering process improvements
- Inconsistent user experiences when submitting and tracking requests
- Difficulty in measuring and improving service performance metrics
- Potential for important requests to be overlooked or delayed in the generic queue
Despite being in the ServiceNow ecosystem for some time, the company had not fully leveraged the platform’s capabilities to streamline its service request process. The persistence of generic requests was a clear indicator that the existing service catalog and request management system needed a significant overhaul.
THE SOLUTION
Redesigning the service portfolio for precision and efficiency
To address the company’s challenges, a comprehensive service portfolio redesign was initiated with a three-month timeline. The process included the following alterations and improvements:
- Catalog item creation and revision: Created specific catalog items for upcoming services, preemptively avoiding reliance on generic requests
- Implementation of catalog search capability: Added search functionality to the generic request form, which redirected users to appropriate specific request forms, therefore reducing generic submissions
- Request process documentation and standardization: Documented the entire request process for consistency and training, improving catalog reliability and predictability
- Enhanced metrics and reporting: Improved availability of request metrics for fulfillment teams and enabled better tracking and analysis of service performance
- User experience improvements: Streamlined the path to specific request forms, making the catalog more intuitive and user-friendly
The service portfolio redesign project led to a profound transformation of its service request landscape. Notably, generic requests decreased dramatically from 62 percent to 33 percent of the total request volume. This reduction resulted in approximately 5,200 fewer generic requests annually, significantly improving operational efficiency.
As a result, requests were directed more effectively to the appropriate teams, speeding up processing times. Additionally, the project contributed to enhanced governance and maturity in request management, setting a new standard for efficiency and user satisfaction within the company’s service delivery processes. This redesign represented the single biggest shift in work completion within the company’s request process, setting a new standard for efficiency and user satisfaction.
Understood our business requirements?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solutions?
Overall, how would you rate your experience on this project?
THE PARTNER EXPERIENCE
Leveraging expertise for transformative results
The collaboration between the company and Cask NX was characterized by a deep understanding of both the client’s needs and the ServiceNow platform’s capabilities. The Cask team brought a wealth of experience and a proven track record, making it the clear choice for this critical project. Its ability to navigate competing priorities across multiple teams within the company was instrumental in the project’s success.
Cask’s approach went beyond mere technical implementation, offering strategic advice and guiding the company through challenges throughout the process. This comprehensive support, combined with Cask’s agility and comfort with the ServiceNow platform, allowed the company to fully realize the potential of its service management transformation.
The success of this project has not only solved immediate challenges but also set the company on a path for continuous improvement in its service delivery. This powerful partnership has established a foundation for ongoing optimization and innovation in the company’s service management practices.
Associated resources
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