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The client is a leading national logistics company with over 30 years of experience in third-party warehousing, distribution, consolidation and transportation.
Serving over 5,000 customers in key supply-chain hubs from California to New York, they offer flexible B2B and B2C programs for e-commerce fulfillment, as well as retail and wholesale distribution.
Although the logistics provider had an existing IT Service Management (ITSM) environment with ServiceNow, their team still had a list of goals in mind for company-wide process improvements.
The next step was to create efficiencies in their field-service operations by implementing the Field Service Management (FSM) workflow across multiple departments, keeping their primary pain points in mind:
When it came to selecting an implementation partner, the client chose Solugenix because they knew there was no shortcut for experience. Our history guiding their team through IT Service Management, combined with years of experience with Field Service Management, made for an unrivaled partnership.
They wanted to seamlessly deploy the new Field Service Management environment without disrupting the day-to-day flow of each department involved. 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
The Solugenix team built a proof of concept tailored to the logistics provider's key business goals, along with an implementation plan that was broken down into phases to accommodate their existing functionality and operations.
As one of our former implementation partners, the client recognized our greatest asset: stability. Over the last 50 years, we've developed mature processes that eliminate uncertainties and deliver results. With their annual busy season on the horizon, the need for the new system was urgent and timing couldn't be uncertain by any means. Our prescriptive methodology and hands-on approach with key decision-makers at the company allowed us to meet all the goals we set for their team – even under a time crunch.
The logistics provider's Field Service Management environment went live within their Field Service and Facility Service divisions, with the Transportation division still in progress.
Solugenix helped their team build workflows for service requests and work orders, design a customized mobile interface, create reports and dashboards, track planned maintenance, organize knowledge assets and more.
We also conducted virtual knowledge-transfer sessions to train various teams on the new system, ensuring a smooth transition for the client's employees and customers.
As their second successfully launched ServiceNow workflow, the new environment delivered greater value and streamlined the support process across their field-service organization.
I find you guys, the development team, very responsive. Honestly. I actually want to commend you on that. I can't give you a higher compliment. We see these things and we appreciate it.
Logistics Provider's Vice President of Engineering Operations
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Solugenix
Technology & Process for Growth
601 Valencia Ave, Suite 260
Brea, CA 92823
Call us: 1-866-749-7658