about the client.
A rapidly expanding packaging company specializing in the design and production of a wide range of packaging solutions. Following multiple acquisitions, the company now serves key markets, including foodservice, delivery and carryout and industrial sectors
challenge.
The client’s service desk, supported by Randstad Digital as a managed services provider, assists end users with a wide range of technical issues to ensure seamless access to tools and information. However, their existing ServiceNow implementation lacked integration for real-time reporting and insights, resulting in delays and inefficiencies.
The company faced ongoing issues with its then ServiceNow support vendor, including missed deadlines, incomplete specifications and poor communication. These challenges caused significant project delays and a growing backlog of unresolved enhancements. With limited internal ServiceNow expertise, the company needed a reliable partner to drive improvements. After evaluating Randstad Digital’s proven capabilities, the company decided to engage us to take over ServiceNow development.
our approach.
Randstad Digital provides ServiceNow developer support on an hourly basis, utilizing an offshore developer from its Global Delivery Center (GDC) to ensure efficient and cost-effective service. As the partnership progressed, the client had the flexibility to scale the developer team based on project needs, increasing resources as required.
For the initial dashboard project, Randstad Digital conducted workshops to gather requirements and review data, ultimately designing custom dashboards and reporting functions. These dashboards equipped the service desk team with real-time insights into key performance indicators (KPIs) such as the number and status of open requests and the types of service tickets. This enhanced visibility enabled the team to identify recurring issues, track client satisfaction and measure performance against service level agreements (SLAs) for improved accountability.
Following the successful dashboard implementation, Randstad Digital streamlined service ticketing processes by allowing users to open tickets directly in ServiceNow. These tickets are automatically synced with Zendesk, the system used by the vendor, and are routed for resolution. When the vendor closes a ticket in Zendesk, the status updates are seamlessly synced back to ServiceNow, closing the ticket in both systems without manual intervention from the service desk.
Additionally, Randstad Digital integrated Bright Pattern with ServiceNow to enhance service desk interactions. This integration linked voice and chat interactions to the end user’s ServiceNow profile, providing agents with a complete history and context for resolving issues. If a ticket needs to be created, agents can do so with a single click, eliminating redundant steps and improving service efficiency.
Throughout the ongoing engagement, Randstad Digital ensures effective knowledge transfer to the client through demonstrations, training sessions and detailed documentation. To maintain complete transparency, regular weekly check-in meetings are established to review progress and address any emerging needs.
results.
The partnership with Randstad Digital has led to impressive outcomes for our client, a leading packaging company, particularly in terms of cost efficiency and operational improvements.
Cost Efficiency:
By leveraging offshore ServiceNow development talent, the company achieved a remarkable 40% reduction in costs. This approach allowed for zero costs during idle periods, ensuring that developer hours were applied only as needed.
In addition to financial savings, the project timelines were significantly accelerated:
- Custom dashboards and reporting were completed in just six weeks.
- The integration with Bright Pattern was finalized within four weeks, showcasing the team's efficiency and effectiveness.
Operational Improvements:
Operationally, the integration of Zendesk streamlined processes, resulting in a saving of approximately 1,000 interactions annually. This not only enhanced productivity but also led to improved response times for end-user issues, thereby increasing overall satisfaction.
Through these strategic optimizations, Randstad Digital has not only delivered cost savings but also improved operational capabilities, demonstrating the value of effective partnership and innovation.
why randstad digital?
Randstad Digital gives clients end-to-end ServiceNow support with the convenience of a single partner. Take advantage of an extensive range of solutions that can be tailored to address specific challenges and unleash the full potential of the Now Platform.
- talent services: Flexible engagement models can support large-scale transformation programs, multi-shore strategies and evolving staffing needs for clients of all sizes.
- managed services: End-to-end solutions range from enhancing employee experience, client engagement and IT performance to implementation services for ServiceNow, custom applications and integrations.
- advisory services: Gain unparalleled insights from ServiceNow experts and consultants, offering transformation across employee experience, business, IT processes and financial management.
Ready to transform your service management and drive efficiency? Let’s discuss how Randstad Digital can streamline your workflows and optimize costs. Contact us today!