Franke enhances its IT Financial Management with Fruition Partners and ServiceNow

World leader in solutions and equipment for residential kitchens and bathrooms, professional foodservice, coffee preparation and beverage delivery, Franke is an internationally known Swiss company. The company markets its products in more than 100 markets through its 72 subsidiaries and 8900 employees on 4 continents and achieved a turnover of 2.1 billion Swiss francs in 2014.

Its IT department provides services to the entire group in the fields of infrastructure and applications. The department is considered a profit center and therefore invoices its services. However, the number and variety of subsidiaries make this task a complex one.

In this context, Franke sought to replace its IT cost management legacy solution based on MS-Access. For the main actors of this project – Dr. Thomas Fischer, Head of CIO Office, Andrea Bremer, IT Controlling, and Christian Ratzlaff, IT Service & Project Manager – the vision was clear: “to quickly achieve a high level of stability and cost transparency”. The new solution had to replace the features of the previous application but also allow the consolidation of the financial process which has been characterized by about a dozen of billing methods using different data before the tool replacement.

Delivered on time

During the evaluation phase, the ServiceNow IT Finance Management solution was selected. Indeed, Franke uses ServiceNow since 2010 as a global solution for many ITSM processes so “that step seemed logical.”

Milestones of the migration project are laid early 2014. The objective: the first billing cycle must be managed by the new solution in January 2015. During the summer, Fruition Partners consultants got involved in the project, providing full design of the solution and also being responsible for technical development, integration and implementation.

A successful deployment

Internal teams and Fruition Partners joint work today allows Franke IT department to accurately invoice Franke’s subsidiaries for infrastructure services. For each service, rates are recorded in a rate card such as, for example, the cost of the email application per user. In other cases costs are based on the  site size, a large subsidiary having different needs than those of a smaller branch. All of these costs are assigned to the subsidiaries and invoices are created accordingly. This process being entirely managed in the ServiceNow platform. The success of this project, on schedule, opens the door to new developments.

To go further

Presentation made by Christian Ratzlaff at the Business Service Management Forum in Zürich.

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