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
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:
39% Reduction in Processing Times
Streamlined workflows and automation significantly reduced processing times.
30% Fewer Complaints
Proactive alerts significantly reduced shipment inquiries and complaints.
30% Reduction in Technician Response Times
Automated scheduling and dispatching enabled faster response times.
25% Reduction in Service Penalties
Consistent adherence to SLAs minimized penalties and improved compliance.
15% Decrease in Overtime Costs
Optimized scheduling reduced unnecessary overtime, resulting in cost savings.
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- Brompton Road, Great Neck, NY - 11021, US
- +1 408-290-8566
- sales@softprodigy.com
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