ServiceNow for the customer hotline at BEUMER Group
BEUMER Group implemented ServiceNow for their customer hotline – Fruition Partners, a CSC company has supported them in realizing this exciting Non-IT project.
BEUMER Group is an international manufacturing leader in intralogistics in the fields of conveying, loading, palletising, packaging, sortation and distribution technology with 4,000 employees worldwide. The IT department of the company has been growing steadily in the last years and counts today 40 people, who work in different areas such as System & Network, Applications or Development.
BEUMER Group offers a teleservice to customers who have a maintenance agreement. Customers can call a hotline which is available 24/7 in case of incidents or problems with their machines. Technicians of the hotline can access the equipment and offer immediate support. This solution has to be permanently available, as most breakdowns have to be solved within minutes. Additionally, it has to be stable enough to meet the SLA’s agreed with customers.
Before the start of the project the company was using an ERP solution developed in house. This solution was no longer stable enough and could not guarantee the required availability. In addition, it was key for BEUMER to have a portal available to customers, on which they could track the status of their disruptions. For these reasons, a new solution was sought.
After a classic selection process with criteria such as customer expectations, current pain points and the decision between on-premise and Cloud, ServiceNow was selected. It is the first cloud tool for this area of application in the BEUMER Group. The case management solution, which is based on CreateNow, is now used for the purpose of recording and following up the incidents and problems after the customer’s call to the hotline.
Furthermore, hotline’s managers have the possibility to get an overview of all incidents thanks to the tool. In addition – and this was an important requirement for the company – after the implementation of ServiceNow, BEUMER customers can now track their incidents and their status through a portal. This is based on a CMS page and has been customized for BEUMER. SSO and CTI interfaces were also created.
Today, 220 internal users use the tool, including customers, it is almost 1,000 users.
With the introduction of ServiceNow, the interface of the tool has become much more modern and the user acceptance significantly higher. Reporting has also notably improved.
Eldon James, Director Information Technology Worldwide and project lead describes the project as successful: “ServiceNow convinces as a tool with good functionality and many OOTB functions. All requirements defined before project start were fulfilled. Fruition Partners is a competent and fair partner, with a lot of experience in the field. We particularly value the flexibility of Fruition Partners. The tool has been well adopted by users and the feedback is very positive.”
In 2017, BEUMER intends to expand the current solution so that even more customers can use ServiceNow in the future. The project shows once more the wide range of possible applications of ServiceNow, also outside of the IT area.