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A prominent Southern California-based fast-food chain, renowned for its quality and customer-centric approach, embarked on a strategic digital transformation initiative to elevate their facilities maintenance and asset management processes. With a commitment to continuous improvement and leveraging “best-of-breed” technologies, they actively sought a trusted partner to support them in implementing the ServiceNow Field Service Management (FSM) solution, a pivotal step in their transformative journey.
The fast-food chain faced significant challenges with their existing home-grown operations support ticketing system. This tool had become overextended with sprawling customization, rendering it cumbersome to maintain and hindering their efforts to effectively support facilities maintenance operations. To address these pain points and drive operational efficiency, the Company elected to implement ServiceNow FSM to streamline operational support for all their corporate (non-restaurant) locations.
Their primary objectives were two-fold. First, they aimed to improve the process for facilities maintenance requests by implementing a more robust and user-friendly solution. This means leveraging the capabilities of ServiceNow FSM, to enhance communication, streamline workflows, and ensure timely resolution of maintenance issues. Second, the company sought to automate their planned maintenance processes and establish a comprehensive asset management system for their corporate facilities. This would enable them to effectively manage maintenance schedules, optimize resource allocation, and proactively address maintenance needs. Through the adoption of ServiceNow FSM, the fast-food chain aspired to optimize maintenance operations, improve service quality, and ensure the long-term reliability of their facilities.
As an Elite ServiceNow Partner with expertise in both the FSM platform solution and the Quick Service Restaurant (QSR) industry, Solugenix was chosen to guide and support the Client in their digital transformation journey. The Solugenix and ServiceNow solutions teams conducted comprehensive requirements gathering sessions with the Company's process owners, resulting in a roadmap for implementation divided into several phases.
During the project execution, Solugenix streamlined complexity within the company's Operations Support Center (OSC) by capturing their unique internal processes and integrating them with industry leading practices. They provided guidance on the design of a user-friendly ServiceNow workspace for Helpdesk users and Facilities Maintenance Dispatchers. To ensure a seamless transition, Solugenix conducted extensive testing with users, meticulously validating the system and fine-tuning it according to the company's requirements. They also went the extra mile by creating comprehensive process documents that served as training resources for the OSC teams, empowering them to leverage the new system effectively. Solugenix offered agility and flexibility, accommodating some scope changes with no schedule delays to ensure a smooth, on-time production deployment.
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
As an Elite ServiceNow Partner with expertise in both the FSM platform solution and the Quick Service Restaurant (QSR) industry, Solugenix was chosen to guide and support the Client in their digital transformation journey. The Solugenix and ServiceNow solutions teams conducted comprehensive requirements gathering sessions with the Company's process owners, resulting in a roadmap for implementation divided into several phases.
During the project execution, Solugenix streamlined complexity within the company's Operations Support Center (OSC) by capturing their unique internal processes and integrating them with industry leading practices. They provided guidance on the design of a user-friendly ServiceNow workspace for Helpdesk users and Facilities Maintenance Dispatchers. Prior to the go-live, Solugenix conducted extensive testing with users, and created process documents as training resources to prepare their teams. Solugenix offered agility and flexibility, accommodating some scope changes with no schedule delays to ensure a smooth, on-time production deployment.
Solugenix's collaboration with the fast-food company led to significant achievements and measurable business outcomes. The key results include:
The successful implementation of ServiceNow FSM solution by Solugenix empowered the fast-food chain to achieve automation in their facilities maintenance and support processes. The solution was designed to prepare them for future expansion of the platform to support their restaurant locations.
As part of the company's ServiceNow Impact subscription, they are engaged in measuring specific key performance indicators (KPIs) to determine the value and return on investment (ROI) from the FSM deployment. Baseline KPIs such as first-time fix rate, technician travel time, self-service parts ordering, dispatcher efficiency, and route/schedule optimization are being established. Moving forward from the recent implementation, the Company will continuously evaluate these metrics against the baseline to assess the realization of business value.
The collaboration between Solugenix, ServiceNow, and the fast-food chain brought about a significant customer success story. Solugenix's expertise in ServiceNow FSM and their dedication to delivering a successful project ensured that the company's facilities maintenance operations were transformed effectively. The implementation of ServiceNow FSM solution provides a solid foundation and contributes to their overall digital transformation and operational excellence.
"You all have been wonderful through this process. You are the best group of people I’ve had the pleasure to work with outside of our organization."
Vice President of Operations
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Solugenix
Technology & Process for Growth
601 Valencia Ave, Suite 260
Brea, CA 92823
Call us: 1-866-749-7658