Transforming Service Delivery for the Largest End User Computing Device Manufacturer

Challenge

The client’s Solutions and Services Group (SSG) faced significant hurdles in delivering Device-as-a-Service (DaaS) on a global scale. Their existing processes were manual and complex, making it challenging to manage large-scale deployments effectively. This led to:

Difficulty tracking order status, customer communications, and hardware deployments across multiple locations and time zones.
Inconsistent customer experiences due to the lack of a unified platform.
Missed opportunities for revenue growth and improved customer satisfaction.

Solution

Kumori Technologies partnered with the client to implement a comprehensive ServiceNow solution, tailored to their specific needs.

ServiceNow TPSM & Automation Engine: We implemented ServiceNow Technology Provider Service Management (TPSM) and the Automation Engine. This provided a centralized platform for managing DaaS offerings and automating key processes, resulting in streamlined operations and improved efficiency.

Global Standardization: The solution enabled the client to achieve globally consistent service delivery, ensuring standardized and efficient services for their large enterprise customers worldwide.

Results

The implementation of ServiceNow resulted in a range of significant benefits for the client:

Improved efficiency & agility

Automation and streamlined processes significantly increased operational efficiency and agility across the SSG.

Enhanced customer experience

The unified platform and automated workflows enabled the client to provide more consistent and personalized service to their customers. This led to increased customer satisfaction and loyalty.

Unlocked new revenue opportunities

Improved efficiency, agility, and customer satisfaction empowered the client to explore and capitalize on new revenue streams in the DaaS market.

Key Metrics

The client reported a 40% faster enterprise customer onboarding, a 20% reduction in customer churn, and a 25% increase in NPS (Net Promoter Score).

Conclusion

By partnering with Kumori Technologies and leveraging the power of ServiceNow, the world’s largest end user computing device manufacturer successfully transformed their service delivery model. The implementation streamlined operations, enhanced customer experience, and unlocked new revenue opportunities, demonstrating the power of technology to drive business growth and success.