This case at a glance
| Client | Major information and communications company (retail group) |
|---|---|
| Challenge | Requests went to different places, causing missed and duplicate requests |
| What we did | All requests on one screen, with progress visible |
| Products | ServiceNow |
| Results | Fewer missed and duplicate requests, and less back and forth |
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About the client
• Industry: Major information and communications company (retail group company)
• Company overview: The client mainly plans, develops, operates, and maintains the systems that support the group's businesses, and sells hardware and software. -
Challenges
• Unclear and complicated requests
Each type of request went to a different place, and employees found it hard to know where to apply.
Even for supplies such as ID cards and PCs, several requests had to be made separately, leading to missed requests and duplicate work.
• Workload from repeated checks
Tracking the status of requests was limited, so requesters and the handling departments had to check with each other several times. -
Solution
• One place for all requests
We built a mechanism that lets users submit every request from one screen, making things more convenient.
• Combining requests to prevent misses and duplicates
We designed requests for several services so they can be combined into a single request, preventing missed requests and duplicate work.
• Progress visible in real time
We introduced a function to check the status of each request in real time, reducing the effort of checking progress.
• Flexible design for adding request items
We designed the system so that new request items can be added easily, keeping operations flexible. -
Results
• Combined requests
A combined request function has reduced missed requests and duplicate work.
• Status visible in real time
A mechanism that greatly reduces back and forth between requesters and handling departments has lightened the workload.
• Flexible addition of request items
Request items can now be added flexibly to respond quickly to changes in work, making request operations smoother.
