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Digital building management — efficient service through Workplace Service Delivery from ServiceNow
Self-service instead of paperwork — How a large company reinvented its facility management
Kontaktieren SIe unsBy introducing ServiceNow Workplace Service Delivery, a large company was able to completely digitize its facility management processes. Fault reports and service requests are now conveniently recorded via a self-service portal, which means that 80% of tickets are received directly in a structured manner. Building management benefits from real-time reporting, higher data quality and a significant increase in efficiency.
Über den Kunden
Ausgangssituation
Media breaks, lack of transparency and high manual effort
Our client, a large German insurance company, worked with an external service provider in the area of facility management. The service provider used its own system, but was not integrated into the internal IT landscape. Malfunctions and service requests were submitted exclusively by telephone or e-mail, status reports were sent as Excel files by email. A continuous process was completely missing — as was transparency, real-time data or automated processes.
Warum wurde exccon ausgewählt?
Technology and process expertise from a single source
The combination of technological know-how and deep process understanding — particularly in the area of workplace service delivery — was decisive for choosing exccon. The exccon project team was able to cover all relevant roles and impressed with scalability, reliability and a very cooperative partnership. The trust is paying off: exccon is currently working with the customer to introduce further WSD modules — including Visitor Management, Reservation Management and Event Management.
Herausforderungen
No access, no standards, no automation
- Lack of transparency: Internal building management had no access to relevant data and processing levels.
- Cumbersome message: For employees, every request was a media break — between telephone, e-mail and internal documentation.
- Lack of data quality: The hotline often received incomplete information and had to make additional calls or add them manually.
- No further processing: Subsequent tasks from the service provider were also commissioned in an unstructured manner via email.
- No automation: In contrast to ITSM processes, there were no digitized workflows or tools in facility management.
Lösung
Consistent process with ServiceNow — intuitive, efficient, scalable
The aim was to introduce an end-to-end process for fault reports and service requests. In joint workshops with the customer, requirements were first identified and the existing processes were analysed. Based on this, a standards-based solution based on Workplace Service Delivery was implemented in ServiceNow — with the following core elements:
- Self-service portal for end users, integrated into the familiar Employee Center
- Structured recording and categorization of faults and orders
- Transparent dashboards for building management
- Automated interface to integrate the external service provider
- Reporting feature for recurring evaluations and trends
- Focus on user experience: The portal was deliberately kept lean in order to promote acceptance — with success. All user groups enjoyed working with the system from day one.
Thanks to structured testing processes, close coordination with stakeholders and a clear definition of objectives, the system was stable in live operation right from the start and was enthusiastically accepted by the customer.
Nutzen
The added value: transparency, satisfaction, efficiency
- Significantly higher end user satisfaction through intuitive operation
- Reduction of manual effort through structured ticket entry
- Expedited fault processing thanks to clear data and automated forwarding
- Transparent control from the service provider through dashboards and reports
- Shorter response times and proactive measures in case of clusters of faults
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