Project Overview

Company Size

10,000+ Employees

Location

Asia-Pacific

Industry

Deliverables

Logistics & Supply Chain

Custom Dashboard, Mobile App

"Kudos to SoftProdigy, our field service operations are smoother than ever. The automation and real-time visibility they delivered have been game-changers. Their team’s dedication and expertise made all the difference! Highly recommend their innovative solutions!"

Mark Mthewas,

Service Delivery Head

About Client


A leading logistics company operating across the APAC region, specializing in supply chain solutions, transportation, and last-mile delivery services. With a workforce of over 10,000 employees, the company is committed to providing seamless logistics services while leveraging technology for operational excellence.

Project Execution

Our Problems

The logistics company faced several operational inefficiencies that hindered its ability to meet customer expectations and maintain competitive service levels:

  • Inefficient Technician Scheduling
    Manual scheduling led to high operational costs and delays in service delivery.
  • Lack of Real-Time Visibility
    Dispatchers and managers had no real-time insights into field activities, making it difficult to address issues promptly.
  • Poor Customer Satisfaction
    End customers experienced inconsistent service quality, leading to dissatisfaction and potential loss of business.
  • Service-Level Agreement (SLA) Penalties
    Frequent breaches due to delays, affecting overall customer satisfaction and SLA adherence.

Our Solutions

To address these challenges, SoftProdigy leveraged its expertise in ServiceNow solutions to implement a comprehensive FSM system for the client. The solutions included:

  • Automated Technician Scheduling & Dispatching
    Implemented ServiceNow FSM to automate the scheduling and dispatching of technicians.
  • Real-Time Visibility Through Mobile App
    Provided visibility into field activities by deploying a mobile app, enabling real-time notifications, updates, and alerts.
  • Leveraging ServiceNow: Implementation of ITSM and CSM
    Implemented FSM with ITSM and CSM to track and automate services, ensuring timely job completion.
  • SLA Compliance & Tracking
    Used ITSM and CSM to track SLA adherence and service performance.

Our Approach

SoftProdigy followed a structured approach to ensure the successful implementation of ServiceNow FSM

  • 1

    FSM Design

    Designing a custom FSM solution tailored to logistics’ needs, focusing on automated scheduling and real-time visibility.

  • 2

    App Development

    Building a user-friendly mobile app to empower technicians and dispatchers with real-time updates and communication.

  • 3

    ServiceNow Implementation

    Implementing ServiceNow with existing systems to create a unified platform for seamless workflows.

  • 4

    Performance Tracking

    Monitoring SLA and service performance, also implementing escalation mechanisms.

How We Made it Work

Requirement Gathering

Conducted workshops with key stakeholders to understand pain points, operational challenges, and business goals. Defined clear objectives and success metrics for the project.

Design & Development

Designed a custom solution tailored to the logistics company’s workflows. Built a user-friendly mobile app for technicians and dispatchers, enabling real-time communication.

Testing & Feedback

Conducted rigorous testing, including unit testing, integration testing, and user acceptance testing (UAT). Addressed feedback from end-users to refine the solution for optimal usability.

Deployment & Monitoring

Rolled out the solution in phases to minimize disruption to ongoing operations. Monitored SLA adherence, technician response times, and overall system performance.

Technology Stack

The following tools and technologies were used to deliver the solutions for the logistics company

FSM
ServiceNow Modules
ITSM
ServiceNow Modules
CSM
ServiceNow Modules
Automation Engine
ServiceNow Modules
ServiceNow Mobile App
Mobile Application
ServiceNow Cloud
Cloud
REST APIs
Integration

Results & Achievements

The implementation of ServiceNow FSM by SoftProdigy delivered significant improvements in operational efficiency and customer satisfaction:

Result Image

39% Reduction in Processing Times

Streamlined workflows and automation significantly reduced processing times.

Result Image

30% Fewer Complaints

Proactive alerts significantly reduced shipment inquiries and complaints.

Result Image

30% Reduction in Technician Response Times

Automated scheduling and dispatching enabled faster response times.

Result Image

25% Reduction in Service Penalties

Consistent adherence to SLAs minimized penalties and improved compliance.

Result Image

15% Decrease in Overtime Costs

Optimized scheduling reduced unnecessary overtime, resulting in cost savings.

Conclusion


This case study highlights how SoftProdigy’s implementation of ServiceNow FSM revolutionized field service operations for a leading logistics company in the APAC region. By leveraging automation, real-time visibility, and seamless integration, SoftProdigy enabled the client to achieve operational excellence, reduce costs, and enhance customer satisfaction. Ready to transform your field service operations with ServiceNow? Contact us today!

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