about the client:
A leading sports organization responsible for organizing and regulating intercollegiate sports competitions across a wide range of sports, involving thousands of educational institutions.
challenge:
The organization’s support center manages interactions with a diverse set of stakeholders, including member institutions, partners, vendors, eligibility and compliance teams, and hundreds of thousands of student athletes. The support center provides essential resources and guidance, ensuring that all groups can access the necessary tools and information.
However, the reliance on outdated legacy systems for managing external service requests created significant challenges. These systems required manual processes, lacked a centralized platform for managing interactions, and offered limited transparency. As a result, addressing external requests and providing timely resolutions became difficult, leading to dissatisfaction among external stakeholders. Additionally, the labor-intensive nature of the system placed a heavy management burden on staff, increasing costs and resource demands.
our approach.
The organization’s support center was already a Randstad Digital client, engaging developers on an hourly basis for ad hoc ServiceNow enhancements. As the volume of ServiceNow improvement requests grew, the support center expanded its collaboration with Randstad Digital, increasing the developer pool from a single part-time resource to a dedicated team of up to four developers. These developers, based at Randstad Digital Global Delivery Centers (GDCs), focused on addressing the workflow challenges in service ticket management.
Randstad Digital revamped the user interface (UI) to include widgets for frequently used actions. This simplified the process of reporting issues, requesting IT services, accessing the knowledge base, and tracking requests. Anytime sign-in functionality added further convenience for both employees and requestors.
To enhance service management efficiency, Randstad Digital implemented task automation to minimize manual intervention and expedite response times, enabling more effective resource allocation. Using Flow Designer, the team created and optimized automated workflows that integrated triggers, actions and conditions, ensuring consistent execution and improved workflow efficiency.
benefits:
- accelerated response times and faster market delivery — Achieved instant customer responses with real-time ticket notifications, reducing wait times from over 30 minutes and delivering projects 50 percent faster — completing them in three months instead of six.
- optimized cost efficiency and resource flexibility — Reduced workforce costs by 1:4 through a right-shore model, avoiding 30 percent in overhead expenses, and eliminated idle period costs by applying developer hours only as needed.
- scalable and dedicated expertise — Ensured seamless scalability with up to four dedicated developers working simultaneously from Randstad Digital GDCs to meet project demands efficiently.
why randstad digital:
With Randstad Digital, you get end-to-end ServiceNow support from a single partner. You can choose from an extensive range of solutions, tailored to address your challenges and help you realize the full potential of the NOW platform.
- talent services: Flexible engagement models can support large-scale transformation programs, multi-shore strategies, and evolving personnel needs for clients of all sizes.
- managed services: End-to-end solutions range from enhancing employee experience, customer engagement, and IT performance to implementation services for ServiceNow, custom applications, and integrations.
- advisory services: Gain unparalleled insights from ServiceNow experts and consultants, offering transformation across employee experience, business, IT processes and financial management.
Ready to transform your service management and drive efficiency? Let’s discuss how Randstad Digital can streamline your workflows and optimize costs. Get in touch