A major payment services company for the public transport system that provides purchase, top up or replacement of the value travel cards.

Legacy and manual systems complicate simple tasks. Data silos and disconnected systems made it hard to access the information needed–often stuck in multiple spreadsheets. The client wanted a single platform to efficiently manage the work assignment of field technicians on site with mobile experience.

Using ServiceNow® Field Service Management we standardized and consolidated the systems and field service data into a single platform. The solution enabled the team to adopt best practices, manage work more efficiently. The solution also enabled the client to minimize service cost by ensuring the right technician is equipped to fix issues fast the 1st time.

We standardized processes by adopting best practices and introduced an agent workspace to streamline assignments. The on-the-go mobile app for agents, featuring QR code scanning capabilities, enhanced efficiency. Additionally, onsite work orders are now managed more effectively through built-in assignment and automation rules.