ServiceNow
How a customized out-of-the-box solution generated additional revenues for a telecom giant!
In response to challenges posed by manual data management and multiple third-party applications, Nouveau Labs collaborated with a leading telecom organization to implement a customized ServiceNow solution.
This initiative aimed to streamline Information Sales and Coordination (IS&C) Deal operations through automation, leveraging automated processes and integrated workflows.
By replacing disparate systems with a unified Operations Management (OM), Nouveau Labs facilitated smoother deal processing (flow), enhanced tracking capabilities, and improved overall efficiency. This transformation not only centralized data management but also enabled seamless integration with essential third-party tools ensuring comprehensive support across all stages of deal management.
The result was increased user adoption and operational effectiveness, setting a new standard for streamlined enterprise workflow management.
The Challenge:
The customer required a specific application called Operations Management (OM) which will be used by their Information Sales and Coordination (IS&C) Deal operations team to facilitate the post-sales process, tracking and reporting of deals.
Before implementing the OM application, the customer was utilizing multiple third-party applications for each task like processing and tracking deals which required human intervention, and all the data was being managed manually.
They wanted to replace their manual systems with an automated solution which would allow them to maintain the data related to Deals centrally. They also wanted their application to communicate with different third-party systems to process different stages of a deal and its related data like purchase orders.
The Solution:
Working alongside Nouveau Labs, the customer’s team was able to work through numerous implementations of their custom OM application based on ITSM module. They also wanted to make sure the existing data will be imported into OM application and can be used for future tracking purposes.
Utilizing and building the flows using the out-of-box ServiceNow solution opened up an array of opportunities for the customer’s team. Currently we have implemented the application and different automation flows for tracking and processing of the deals. We have helped them in importing all the historical data and build integration around a third-party tool.
Throughout the implementation process, Nouveau Labs was able to guide them step-by-step to implement their custom tables and toolset.
Product Information:
ServiceNow is a platform-as-a-service provider, providing technical management support, such as IT service management, to the IT operations of large corporations, including providing help desk functionality. The company’s core business revolves around management of “incident, problem, and change” IT operational events.
It is an American software company based in Santa Clara, California that develops a cloud computing platform to help companies manage digital workflows for enterprise operations.
Results:
By February 2023, Nouveau Labs successfully deployed the OM application across development, testing, and production environments. The solution has significantly increased user adoption and operational efficiency, facilitated by seamless integrations and automated workflows.
Key Achievements:
- Implemented custom tables and automation flows tailored to client requirements.
- Achieved seamless synchronization with multiple third-party tools, reducing manual effort and enhancing data accuracy.
- Developed user-friendly error handling and automated notifications for streamlined operations.
- Utilized REST APIs and scheduled jobs for automated actions, including data extraction and file transfers.
- Conducted rigorous testing to ensure alignment with client expectations, managing the project lifecycle from requirement analysis to delivery.
Future Direction:
Nouveau Labs continues to optimize and expand the ServiceNow solution, focusing on further automation, efficiency improvements, and cost savings for the client.
