标志性便利店通过 Nuvolo 和 ServiceNow 简化运营
技术
- 功能应用 - 计算机化维护管理系统 (CMMS)
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 设备与机械
- 零售
适用功能
- 现场服务
- 维护
用例
- 库存管理
- 零售店自动化
服务
- 测试与认证
关于客户
客户是世界上最大、最受欢迎的便利店之一，是客户满意度的市场领导者。他们的战略目标是到 2027 年在北美的门店数量从目前的 10,000 家增加到 20,000 多家。客户致力于让客户的生活更轻松，并走在创新的前沿。他们需要管理复杂的商店、资产和供应商网络，并且他们的商店运营服务通过一家管理公司外包给数千个本地和区域服务合作伙伴。
挑战
全球最大、最受欢迎的便利店之一的战略目标是到 2027 年在北美的门店数量从 10,000 家增加到 20,000 多家。为了实现这一积极扩张，同时提高商店运营满意度，他们需要彻底重新构想如何支持其特许经营商。当他们在 2018 年购买了 1,000 家新商店并需要一种快速入驻的方法时，这一挑战变得更加严峻。他们需要一个可以管理所有类型的服务请求的单一平台，从而实现更高的效率和自动化。他们希望合并 15 个不同的帮助台，跟踪第 3 方供应商的质量和服务速度，简化设施和 IT 的商店报告流程，并通过工单和商店资产分析改进现场服务。随着时间的推移，他们失去了对其供应商管理计划的可见性，无法深入了解供应商的活动或绩效，并且支付昂贵的供应商发票而无法对所执行的服务进行交叉检查。他们还面临着支持中心位于不同的未连接平台上的问题，导致每年的票务重新路由成本超过 300 万美元。
解决方案
该便利店决定利用 ServiceNow 平台进行 IT 服务管理，并利用 Nuvolo（唯一基于 ServiceNow 平台构建的互联工作场所解决方案）对商店运营进行数字化转型。 Nuvolo 和 ServiceNow 为员工、特许经营权所有者和第三方服务提供商提供了基于云的协作解决方案，以更好地管理工作、自动化日常任务并提高服务质量。如今，该品牌拥有一项企业服务管理计划，可以在一个平台上管理所有地点、资产、工作和供应商。员工现在可以通过一个用户友好的门户网站报告商店问题，该门户网站涵盖 IT、设施、人力资源、薪资、销售、物流、网络运营等。大多数设施工作订单和 IT 票证都会自动发送到相应的支持台。自动化此流程每年可节省 300 万美元的票务重新路由成本。 Nuvolo 处于领先地位，所有供应商数据和工作订单现在都是服务管理平台的一部分。客户可以实时了解供应商绩效，并可以自动生成报告。他们高效、智能地处理发票，根据供应商数据交叉检查原始工单，并可以标记差异。
运营影响
数量效益
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