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Project Summary
Hooli Dynamic is one of the emerging full-service brokerage service providers in the US, providing business insurance and retirement services to organizations and individuals across the country. And one of the biggest issues this firm was dealing with was a tedious and disorganized helpdesk system. As a result, they found a low-value proposition in customer IT branding. Radixweb took up the challenge by shedding some light on the ServiceNow ITSM tool as the organization finally decided to integrate the existing systems with ServiceNow Asset Management Module.
Final Results
- 62% of cost savings with final outcomes
- 73% of reduced resolution time and backtracking
- 580 work hours saved per month
- Easy dashboard and report generation
- Change management implementation for SLAs
- Implementation of IT Service Desk
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Radixweb’s ServiceNow experts helped us perceive a noticeable change across our teams by implementing modern tools and proactive practices in the most efficient way.
Client Background
- Hooli Dynamic was using a manual CRM tool for their business operations and daily workflow management. As a result, this led them to several work delays and expense overruns. The firm had a number of departments but no central system for staff who could be able to handle their IT-related issues.
- Moreover, the employees were unaware of the distinction between an incident and an issue due to less exposure to ServiceNow ITSM tools. Their helpdesk was reduced to emails and manual notes without any established SLAs.
- Since the customer did not have any change management plan, they expected to implement ServiceNow change management. Based on given major KPIs, they want to adopt ServiceNow to define the service experience for both customers and employees.
- The firm also decided to stay ahead of the competition by adopting the current market trends and utilizing a wide range of tools and services offered by the ServiceNow ITSM platform.
Challenges
Hooli Dynamic was an emerging brokerage service provider company in the USA. Therefore, their clients were based out across the country. Since the company's establishment, they have been using the manual CRM tool to manage workflows.
Many challenges were laid down when they approached Radixweb for the ServiceNow ITSM implementation. The first issue experts from Radixweb found was that the employees from Hooli Dynamic had no practical idea about IT helpdesk systems. Furthermore, SLAs were not defined for the helpdesk staff. As a result, their employees were unaware of the visibility of incidents or issues raised by their teams, highlighting the need for Data Analytics & BI to track SLAs, incident trends, and helpdesk performance.
The ServiceNow professionals from Radixweb also faced some issues in the deteriorating IT branding strategy due to an inefficient helpdesk. Moreover, the helpdesk staff had to put in more hours due to a long backlog of emails and other pending tasks.
Solutions
After a thorough consultation and evaluation of project requirements from the firm, Radixweb came up with a strategic plan to implement ServiceNow that defined work hours for each module. The experts migrated many integrations to the new ServiceNow-based system while embedding Data Analytics and BI capabilities to improve visibility into service performance and integration outcomes.
Through the reusable integration application produced as part of the project, Hooli Dynamic can now offer integration with the clients' ITSM systems as an additional service, along with enhanced Service Desk support backed by actionable insights.
By implementing ServiceNow, the company witnessed lower integration costs and faster delivery in just three months. For now, almost 25 integrations have been performed with the solution, supported by centralized dashboards and performance reporting.
We integrated all the ITSM workflows with CMDB and AMDB. The system now serves the needs of all departments at Hooli Dynamic, with role-based access through chats, service portals, and emails, and includes Data Analytics and BI to track incidents, assets, and service efficiency. It was also implemented to integrate SCCM with the ServiceNow Asset Management module.
Tech Stack
jQuery
HTML5
MySQL
Linux
Apache
Java
NodeJs
.NET Core
Git
Google Analytics
JQuery
HTML5
MySQL
Linux
Apache JMeter
Java
NodeJs
.NET Core
Git
Customer's Speak:
If you have decided to opt for any kind of ServiceNow solution for your enterprise, look no further than Radixweb. They have been an amazing tech partner from the beginning, helping us transform our organizational landscape.
Steve Baltimore, CTO - Hooli Dynamic,
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