Automating 50% of the Ordering Process with ServiceNow Custom Order/Vendor Application

ServiceNow App Automation Reduces 50% Ordering Process

Company

V-Soft Digital worked with one of the largest broadband and high-speed internet providers in the United States, serving 19 markets across the country.

Challenge

The client struggled to expedite orders accurately and efficiently. They had no integrations, auto-assignment for order processing, or notifications, and they couldn’t keep track of multiple stores and warehouses simultaneously. They didn’t have a support team for complex, multi-package orders and were unable to customize anything in the ordering process.

Solution

V-Soft Digital implemented a ServiceNow-based custom application to enhance the customer experience. The app implemented business rules and order automation mechanisms, like UI Action and UI Policies, and provided notifications for each step of the process. The Digital team also developed and implemented the vendor onboarding workflow enhancement, improving input data for vendor/partner onboarding. This solution combined multiple order processes into a single workflow with notifications, approvals, and conditional flow support. The solution also created automated vendor workflows for ICOMS, Active Directory, Biller, Tech ID Database, and Mobi Routing.

Result

V-Soft Digital’s ServiceNow solution resulted in an end-to-end, automated ordering process for the company. The application reduced operational costs by 50% and reduced the order-to-delivery time by 76%, ultimately increasing customer satisfaction.

Tech Applied

  • ServiceNow ITSM, APM
  • ServiceNow ITOM, CMDB
  • Service Portal
  • Amazon Web Services
  • Glide Script, JavaScript, Angular

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