Case Study: Wireless Retailer Uses Field Service Management to Improve Response Times

About the Client

The client is a wireless retailer that delivers world-class service while connecting users with custom smartphone solutions that enhance their wireless experience.

They provide customers with cutting edge technology solutions including smartphones, tablets, mobile internet and discounted television bundles.

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The Challenge

The wireless retailer manages over 700 stores across the country that all required maintenance support for various technical and non-technical components. However, the company did not have a service system in which to manage all the service requests and work orders for supporting their stores. They did not have a self-service portal for raising service tickets and requests, and the majority of engagement with stores was still being handled via email which lacked traceability.

Their existing solution offered little support for reporting, and it took a team of data analysts to produce their monthly reports, causing a time lag in reviewing performance.​ With an older installation of ServiceNow®, the client was still using the legacy ESS page for their employee service portal.The client wanted to adopt ServiceNow as their Field Service Management solution as part of a broader goal to standardize on one enterprise service platform.

Technical Situation:

  • They went live with their ServiceNow ITSM implementation to support their internal IT functions in 2012
  • They also owned ITSA licenses which provided them with field service entitlements, although they had not deployed this part of the ServiceNow solution

The Goal

The wireless retailer's goal was to implement and deploy the ServiceNow Field Service Management solution on both the Web and Mobile Application to support over 700 stores throughout the United States.

The overall strategy was to have a one-stop-shop for the stores to connect with Corporate Shared Services. All tickets and requests were to be raised from one single portal interface, eliminating the need for work to be conducted through email.

Activities such as raising Purchase Orders were to be attached to the related ticket or request so managers would have full visibility.

  • Self-service portal interface into the ticketing system allowing stores to raise and track all issues and service requests
  • A standard and easily scalable process that supports efficient delivery of field service
  • Managers should be able to access work history and other details by location, for selected periods

Why They Chose Us

Customer Satisfaction

Solugenix is consistently rated in the top 1% of all ServiceNow partners for customer satisfaction.

Project Management

The Solugenix team of experts has significant experience and superior skills in both process and project management, providing for smooth client implementations.


Our experts fully understand customer processes, digital workflows and best-in-class technologies.

Industry Expertise

We are the industry experts, well-prepared and knowledgeable on all aspects of ServiceNow instances and customizations.

One-Stop-Shop Improves the Employee-User Experience

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Our Solution

Solugenix revamped the client with a modern "one-stop-shop" Service Portal for their employee-user base featuring an updated catalog to access corporate services. We rebuilt their employee service catalog on the most current version of ServiceNow’s service portal technology and we combined IT, HR and Facilities request items in one place to improve the employee experience.

Some of these request types involved complex approvals, especially in the Facilities Management space whereby the request involved a purchase of a part or an asset that was needed for a repair or refit at a store. These approvals needed to take place at different levels of management, depending on the dollar value involved. We built workflows to accurately identify the approving manager and automate these approval processes.

Technicians were given a mobile app to receive and track all their work assignments while out servicing the stores. They can manage their trunk stock of parts to ensure they have all the required components. Facilities Managers have greater visibility into store profiles, work history and asset allocation. Leadership benefits from real-time reporting and a proactive approach to service.

The solution for the wireless retailer includes:

  • Solugenix configuring the ServiceNow environment to allow implementation of the Field Service Management solution
  • Implementing the Field Service Management solution including Work Order Management, Field Service Portal and Field Service Application
  • Configuration on the Web and on the ServiceNow “Now Mobile” application
  • Designing a custom Field Service Management Portal
  • Creating reports and dashboards to enhance the user interface
  • Conducting web-based Knowledge Sharing sessions
  • Customizing out of box flows and configuring flows based on the client's requirements

Our Results

With the Field Service Management solution implemented by Solugenix, the wireless retailer's field team can now easily track the work assigned to them and record all the work done during their field visit. Information is fully captured through a single portal.

Managers can run reports on issues and at the store level, giving visibility to underlying trends that help them identify optimal solutions.

  • Single portal ensures full data capture
  • Ability to track field service tickets and issues
  • Accurate reporting at both the issue and store level
  • Improved response times
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“Our response times have improved dramatically. Our team now has all of the information and reports we need to manage these processes efficiently and effectively.”

Wireless Retailer's Field Service Management

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