How a Retail Chain Cut Their Resolution Time and Saved $500K In Costs

By partnering with ITS, a National Retail Chain substantially increased cost-savings and drastically improved customer experience.

At its largest point, this century-old national retail chain had seen yearly revenue in excess of $1.6 billion. With close to 800 locations across 42 states, they established themselves as a recognized brand serving their customers through over 14,000 retail employees.

With a network of stores and employees as extensive as theirs, implementing and managing IT services was challenging and time-consuming, especially with outdated tools and legacy processes. Recognizing their need to improve the experience for their internal customers, they came to ITS to implement ServiceNow’s ITSM solution.

Disparate Systems and Processes Led To Poor Customer Experience and Increased Costs.

Before partnering with us, the National Retail Chain saw multiple departments utilizing different tools and processes, resulting in a frustrating customer experience and increased IT costs.

• Inconsistent Departmental Processes - A lack of unified processes for handling support ticket tracking, change management, and communication lead to delayed response times.
• Segregated Systems and Tools - Every department was utilizing different systems and tools, which contributed to decreased visibility, inefficient processes, and increased costs.
• Inefficient Service Desk Processes - Employees were required to call the service desk to submit a ticket, which was manually entered into one system, with a follow-up email to the IT Team.
• Increased Labor Burden - The need for Sales Associates to call the Service Desk to submit a support ticket contributed to increased labor costs in both retail and IT staffing areas.

In partnering with organizations to provide an effective ITSM implementation, ITS has helped companies like this retail chain realize improved customer service while saving significantly. As an experienced team of practitioners, we know how to equip our clients to use and maximize ITSM to deliver outstanding results.

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