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% Improvement in CSAT scores
- 93% Live chat satisfaction
- 8+ Tools integrated with the ServiceNow platform
- 24/7 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.
