Industry
Computer & Hardware Electronics
Servicenow Modules
Customer Service Management (CSM), ITOM, Custom Development
Geography
USA, India, Australia, China, UK, Japan, Singapore
Client
A prominent multinational technology conglomerate featured in the Fortune 500, with expertise in consumer electronics, software, and affiliated services. The client is recognized as the foremost global computer manufacturer, with a widespread presence in over 60 nations.
Challenge
Efficiently handling recurring billing invoices based on individual customer contracts, adhering to the specified payment terms (monthly, quarterly, semi-annually, or annually).
Monitoring and managing orders received from customers through various backend systems.
Addressing and resolving customer-reported issues related to delivery, devices, and services manually, which previously led to delays and oversights due to a lack of comprehensive data.
ServiceNow experts selected from their top-tier resource pool crafted a brand-new customer portal utilizing the CSM (Customer Service Management) module.
This portal seamlessly connected various backend systems to a unified CSM portal via API integration, ensuring data consistency across all systems.
The solutioned helped maintain data integrity and legibility throughout all connected systems.
Streamlined billing and invoicing processes by automating them based on contract billing plans.
Fortifying security with REST API integration, enhancing overall system protection.
Simplified order management, which contributed to increased sales during the COVID-19 pandemic.
24/7 team availability across various time zones to provide continuous support
Realising cost savings and time-efficiency thanks to the new automated data flow system that ensures data synchronization across all backend systems.
Resolving long-standing issues swiftly and efficiently through automated tracking and system updates.