RSMUS.comFor global organizations, managing project workflow, especially within IT, can be a daunting task. With projects of varying scopes and urgency, it’s crucial to prioritize and manage them effectively to meet stakeholders’ expectations.
In our new case study, we explore how one of the largest privately held companies in the United States revolutionized its internal customer experience within the digital operations organization. This division, situated within IT, focuses on providing support for existing applications and the company’s underlying infrastructure and networks.
Enhancing Digital Operations Experience
Company leadership initiated a game-changing project to develop a cutting-edge project tracker. The primary goal was to empower project teams and managers by providing real-time visibility into their service processes—from intake to completion. The digital operations team aimed to offer internal customers an easy-to-use interface with tracking and catalog ordering capabilities, simplifying the entire service experience.
Innovative Inspiration: The Pizza Tracker
To devise a project tracker tailored to their needs, the digital operations team took inspiration from an unconventional source—the pizza tracker used for web and mobile orders.
A Custom Solution with Collaborative Efforts
The RSM teams from the US and Canada embarked on developing a tailored solution using ServiceNow’s tools, ensuring easy maintenance moving forward. Collaborating closely with the client’s digital operations team, RSM leveraged their expertise in project management, ServiceNow service portal development, and custom app development to bring the vision to life.
Emphasizing User Experience
Beyond technical prowess, RSM heavily emphasized user experience design. They worked with the company’s key stakeholders and employed a methodical approach, presenting weekly custom portal mockups for review and feedback.
A Resounding Success: Launch and Beyond
The new portal, built on a ServiceNow foundation, launched with overwhelming enthusiasm from users and the organization. The enhanced transparency and efficiency delighted stakeholders, leading to hundreds of project requests initiated within the tool in the first month.
In the full case study, we’ll delve deeper into the impact of the project tracker on the digital operations organization. Discover how this solution enables greater transparency and efficiency, making it the preferred choice for internal support. Keep an eye out for the remarkable insights gained from data analytics, shaping the company’s future decisions.
This case study is a testament to the power of collaboration and innovation in streamlining project workflow and revolutionizing the customer experience. Click here for the full story of this digital transformation success!
