Service Desk and IT Support Show, London, 8 June, 2017: TeamUltra (www.teamultra.net) – a Computacenter Company – today announced The Barcode Warehouse (TBW) has implemented an innovative application of ServiceNow for service and asset lifecycle management. This has allowed TBW to increase operational efficiency, improve service delivery to customers, and together with mobile device management tools enhance visibility over mobile assets.
Martyn Broadhead, Sales & Marketing Director at The Barcode Warehouse Limited said, “Investing in improving the service to end-users is part of our digital transformation strategy. We wanted to consolidate different IT and service management systems and provide the scalability we need going forward. We chose ServiceNow as it could handle our complex asset management requirements and bring automation to a wide variety of other business processes. We chose Gold Services partner TeamUltra as they had the expertise to build the functionality to meet our complex asset management processes.”
TeamUltra built an intelligent asset management infrastructure using ServiceNow in several unique ways. They worked closely with TBW‘s IT team under a very tight deadline with a challenging set of requirements. With commitment from across the project team, the first phase was completed in just 13 weeks.
In addition to Incident, Problem and Change management, a significant amount of work went in to map TBW’s unique operational asset processes such as bulk management and tracking of assets. This was a pre-requisite for replacing the existing service desk which means our staff can now manage customer calls and requests in a more efficient manner.
When the service desk operator logs an Incident any associated tasks are automatically created and allocated to the right team. This automation ensures that TBW minimises manual activity and provides a better, more streamlined service to the end customer.
Broadhead concludes, “We have achieved our three key goals of improving operational efficiency and lowering costs, providing an even higher level of customer service, and building a competitive advantage in the provision of data analytics. We have made significant process improvements. By applying greater levels of automation to the asset flows we have reduced the operational cost of processing assets and the early indicators are that we have positively impacted on our unit transaction costs. We have pushed the boundaries of ServiceNow and we couldn’t have achieved this without the expert technical assistance of TeamUltra.”
Note: The Barcode Warehouse will be delivering a case study presentation titled “Leveraging ITSM for Competitive Advantage” at the Service Desk and IT Support Show on 8th June. Visitors can register for the seminar via the event website at www.servicedeskshow.com.
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