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The Client

The client is a reputed logistics company with operations worldwide. The parent company in charge of the project owns several subsidiaries, including one that provides maritime services - it specializes in bringing containers to port and storing them until they are claimed by their owners. The organization was first established in 2005 and now handles around 70 million containers every year, the volume of which makes up to approximately 10% of all world shipping companies.

Client Requirement

In its several years of existence, the company has grown both in size and in assets acquired. A logistics company at its core, its main daily activities consisted of handling customer service requests from a large number of cross-industry customers. The existing systems were inadequate to handle the large amounts of requests pouring in on any given day. Hence, the client was looking for a partner who could help them solve this challenge quickly.

Business Challenge

As a solutions provider, we had to face a few challenges while implementing the project for the client. Some of the major challenges we faced were -

  1. The storage capacity of the existing web server was inadequate. The ever-increasing demands meant that it had reached full capacity and was no longer able to meet them.
  2. The client has found it difficult to track their assets with increasing volume and client requests, and this has delayed the entire process.

Our Solution

Considering the client's needs and industry model, we worked with them closely to formulate an appropriate plan that would not only accomplish their immediate goals but also allow them to grow into their future endeavors. After listening carefully to their vision for their organization, we decided on a best-fit solution and then moved forward with ServiceNow with the following functionalities -

  • IT Service Desk to help customers with service requests and manage them.
  • ITOM Discovery Implementation with SCCM Integration – ITOM helps detect problems quickly, and provides visibility, speed, and agility; SCCM is a Windows tool that makes it easy to manage, deploy and ensure device and app security throughout an organization.
  • Servers & Storage to ensure adequate storage for high volumes of data and servers capable of handling the extra workload.
  • Created CMBD - this is a database that stores all the information about technical services and is used to track the status of individual IT components, and is also used for ticketing requests.
  • Networking and Data transfer.
  • Change Management Implementation & Customized work - this helps to manage all changes to the production ops environment from start to conclusion. Change Management enables organizations to recognize and work to diminish risks of changes made to the organization's IT environment.
  • Office 365 to improve the Office experience and increase productivity.

The Results

The client was delighted to see no apparent flaws in the work they got from our team. The efficiency enhancement did not go unnoticed the elements of which were increased productivity, a drastic end to scheduling conflicts, and an improvement in overall asset management.

The company's overall amount of wasted assets decreased anywhere from 24-26%, meaning that not only does the personnel have more time to spend with their family but also save money in the long run because they can easily manage their team's workload and resources through us.

Outsource ServiceNow Solutions to Flatworld Solutions

Flatworld Solutions has been a pioneer in providing top-notch ServiceNow solutions and a series of other software development services to global clients. We have some of the most experienced and skilled ServiceNow experts on board who can cater to all your requirements. We make use of the latest technologies while providing the best quality services to clients.

If you are looking for a reliable and skilled ServiceNow service provider, then look no further. Get in touch with us today!

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