Client
The client is a US-based gold, silver, copper, lead and zinc producer with a global pipeline of high-quality development and exploration assets. They have expertise in project construction, mining, and processing and own a diversified portfolio of high-margin, long-life assets along several of the world’s most prolific precious metal districts.
Challenge
The client wanted to transform workflows to drive agility across their IT ecosystem. They were grappling with a disparate environment that impacted service quality and impeded business transformation. Their key challenges were:
- Legacy processes on the Zendesk ITSM tool
- Lack of standardized service catalogs for end users
- Multiple point tools that needed unification
- An in-house team struggling to deliver service quality
- Ineffective change process with manual and cumbersome change templates
- Lack of automated reporting and real-time dashboards
- Lack of user touchpoints across multiple locations to track requests
- A knowledge management process that needed improvement
Solution
The Hexaware approach focused on implementing an IT Service Management (ITSM) platform for providing a standardized, unified prioritization of work based on SLAs. The ServiceNow journey involved:
- Implementing a best practices framework with enhanced process KPIs tailored per various personas
- Leveraging a dynamic translation virtual agent to handle off-hours language requirements (Turkish & Spanish)
- Setting up a centralized knowledge management database (KMDB) for shift left methodology
- Laying the foundation of a centralized configuration management database (CMDB) as a single source of truth with embedded checkpoints and KPIs for in-depth tracking
- Enabling role-based reporting, traceability, and performance monitoring via H2O reports & dashboards
- Creating an online portal enabling the end-to-end automation of the entire servicing workflow
- Ensuring simplified and integrated workflows to increase agility
Benefits
76%
93%
8+
24/7
Improvement in CSAT scores
Live chat satisfaction
Tools integrated with the ServiceNow platform
Support model for employees via dynamic translation
Summary
We helped accelerate our client’s goals of aligning IT and business goals on a single unified ITSM platform that ensured agility and enhanced customer satisfaction. The client improved their CSAT scores by 93%. Our deep ServiceNow platform and technology expertise helped us create value across the customer IT ecosystem by integrating and transforming workflows. The outcome-based approach and a continual service improvement process by identifying opportunities aligned to the business, executing plans, and measuring value helped drive competitive agility and digital transformation.
