Accelerated Sales Cycle and Enhanced FSM Efficiency

Redefining FSM:

Adaptability Meets Cost Efficiency

 
Industry: Energy & Utilities
Technology: ServiceNow FSM

 

 

 

Our Servicenow services

 

Highlights

Faster change request implementation

Cost optimization per change 

Improved technician productivity
and customer satisfaction

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Challenge 

The customer is the largest energy provider in the CEE region, serving over 3 million customers. The company aims to modernize and digitalize its grid and services, as well as to enhance customer experience through digital transformation.

A key pain point is the administration of their tool and managing change requests. These requests, such as adding a field to the meter readout form, typically take at least 3 months to implement and are costly due to the inability to make changes from an admin/user perspective. The resulting subpar customer experience has been a concern as well, but the high cost of addressing this issue has hindered investment.

The second major obstacle to modernization is the company's outdated field service force that is over 20 years old. It provides poor user experience for the central team, lacks automation and AI-driven dispatch capabilities, and still operates on outdated Motorola devices.

Solution 

DIGITALL previously collaborated with the customer on a cybersecurity project. With the help of a proof of concept for the end-to-end meter reading process on ServiceNow, DIGITALL demonstrated the platform's flexibility for creating workflows, extending fields, and organizing the field force. This significantly reduced the time required for change requests, from months to minutes. Furthermore, ServiceNow's out-of-the-box field service management (FSM) capabilities eliminated the need for costly customizations seen in competitor platforms. It is evident, that the new platform's enhanced visibility entirely supports the company's digital transformation goals.

Additionally, DIGITTAL and ServiceNow received a customer request for an option for offline data validation. Following a consultation with the FSM product team, an efficient solution was delivered, demonstrating both vendors' commitment to listening and responding to their customers' unique needs.

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The project implementation is still in progress, but the expected outcomes include:
  • 140K cost optimization per change request
  • 3 to 6 months timesaving on change request implementation
  • 500K savings per year, with a break-even point after max. four years
  • Improved technician productivity and customer satisfaction
  • Enhanced data quality and security
  • Future-proof platform that can scale and evolve with their needs
  • Improved dispatching functionality
    • Route optimization
    • Skill matching and skill matrix
  • Improved user experience

 

Our Services

We support you on every step of your ServiceNow journey, from consulting to implementation and ongoing support.

Our Value

  • High customization  We achieve high customization through extensive and precise configuration, minimizing the need for complex coding. 
  • Adaptability to business needs  We ensure scalability, flexibility, and customization to meet evolving business requirements.  
  • Industry and business know-how  Our teams bring over 20 years of experience across various industries and understanding for intricate business processes, industry-specific challenges. 
  • Integration of best practices  We commit to implementing proven strategies and practices to enhance efficiency and effectiveness.  
  • Expert team The advanced technical expertise of our teams covers a broad spectrum of technologies and their specifications. Thanks to the extensive DIGITALL portfolio, we look back on solid know-how in service-oriented projects and all relevant areas of the ServiceNow platforms. 
  • Trust & customer-centric approach  We build long-term relationships based on trust, collaboration and open communication, focusing on optimizing and futureproofing processes. 
  • Value maximization  We prioritize delivering maximum value to organizations, ensuring that every solution corresponds to their business goals and results in success.