Discover Our Benefits & Values
Discover Our Benefits & Values
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Created by and for independent retailers, Associated Food Stores serves as a distributor for smaller grocers.
They provide quality support, products and customer service for 500 independent grocers, with the belief that competition from national chains and wholesale pricing shouldn't run their customers out of the market.
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When independent grocers make requests, Associated Food Stores is there to support them. They're always committed to customer service, but they weren't sure how to create certain efficiencies for the best possible retailer experience.
Despite being long-time IT Service Management (ITSM) users with ServiceNow, they had very limited adoption or utilization of the platform as a whole. A few of their road blocks:
Associated Food Stores chose Solugenix as an implementation partner based on our experience with ServiceNow® Customer Service Management as a whole, as well as our expertise in business processes and customer-service operations.
They wanted to expand their existing functionality by seamlessly integrating Customer Service Management with IT Service Management and get everyone acquainted with the system.
Their primary goals included:
The Solugenix team of experts fully understand customer processes, digital workflows and best-in-class technologies.
We have significant experience and superior skills in both process and project management, providing for smooth client implementations.
We are the industry experts, well-prepared and knowledgeable on all aspects of ServiceNow instances and customizations.
Solugenix is consistently rated in the top 1% of all ServiceNow partners for customer satisfaction.
Increase Process Efficiencies, Reduce Costly Recurring Incidents
Solugenix partnered with Associated Food Stores to implement CSM with their existing processes in mind; we used a prescriptive methodology to addresses budgetary and administrative onboarding in an intentional way, designed to deliver value quickly.
We also offered business analysis of their current process and addressed the variations between IT Service Management and Customer Service Management.
Tyler W., a reporting analyst for Associated Food Stores, weighed in on this partnership: "I remember when I got tapped to join this project, I had a lot of apprehension about taking responsibility for the platform," he said. "But when I began working with Dan and [the Solugenix] team, they were fabulous to work with. And when we first turned the lights on, we had some complications, like any go live, but they were extremely helpful with me and taking care of everything in a timely manner. It was really great to work with them."
Associated Food Stores went live with Customer Service Management with gradual roll-outs, starting with technical help desks and ramping into other help desks for things such as marketing and facilities.
This implementation allowed for a smooth transition, with minimal disruption to day-to-day operations and new users only requiring a few days to adjust to the new features and systems.
Associated Food Stores is expanding its adoption of platform capabilities each day, with a current focus of building out the self-help portal and escalation processes.
The new environment has led to improved processes and response times, increased employee satisfaction and a superior user experience. Associated Food Stores is now well-prepared to scale up to meet the demands of future growth.
One of the best parts about working with you guys…I was part of the project from its inception, then was away for some time and came back for a few months now. So there was a lot of work done that I wasn’t aware of. I told you what our budget was and asked for you to take us as far as you could go and you’ve done that. That was really helpful to get us kick-started.
Gale W., Associated Food Stores Programming Supervisor
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