The snapshot
Centralize support for 5000+ employees on a unique platform
Back office processes automation for 120 operators to ensure consistent and clear management
Quality and monitoring secured for both supporting processes and asset management
The challenge
An Italian railway company needs to centralized the management of employee support for both personal and business IT/Technological services.
HW and software providers engagement was spread across different processes and systems.
The solution
Devoteam has helped the client with the implementation of a new service platform as a Single Point Of Contact based on ServiceNow.
Back office activities including HW and SW providers management has been automated and streamlined.
Service quality measurements and asset monitoring features has been implemented.
The better change
Responsive and reliable service for the employees
Better performance and higher simplicity of processes
Ensure and facilitate traceability, reporting and decision-making process
