Inetum UK&I Empowered an International Fashion Retailer’s Digital Transformation, Deflecting 98% of Calls

Teaming up with Inetum UK&I, our international fashion retail client seamlessly shifted from an outdated ticketing system to ServiceNow. The move streamlined operations, with Virtual Agent autonomously handling 98% of conversations without manual intervention, and enhanced user experiences with an extensive library of 500+ self-serve knowledge articles. Inetum UK&I's expertise and roadmap guidance have laid a solid foundation for the customer’s digital transformation.

The Client

Our customer is a prominent multinational high street fashion retailer headquartered in Dublin, Ireland. With a substantial workforce of over 72,000 employees spanning 16 countries, and a global presence of more than 400 stores, their mission revolves around offering affordable choices for every customer, from stand-out styles to everyday essentials.

The Challenge 

Before partnering with Inetum UK&I, the customer relied on a ticketing toolset to manage incidents and workflows. However, gaps in software functionality and processes resulted in reduced staff productivity and unnecessary overheads. The absence of basic capabilities such as reporting, automation and ease of search severely hindered efficiency as users simply could not get what they needed in time.

The customer aimed to transform their Service Management function by developing a new set of processes and migrating to ServiceNow, with two key objectives:

• aligning Service Management with the company’s overarching digital transformation strategy – with a core driving force of enhancing employee experience

• remove labour-intensive, manual procedures that consumed substantial time and human effort, which were spread across multiple platforms like Word and SharePoint

According to the company’s internal research, a notable 81% of their users expressed a need for a swift, efficient tool to tackle their concerns, while a significant 88% of users sought an instant chat functionality. Additionally, quite a few of them voiced concerns about an inundation of email notifications. These have prompted us to earnestly confront these issues, aiming to elevate user experience and shorten resolution times.

Additionally, quite a few of them voiced concerns about an inundation of email notifications.

The solution 

Process Evaluation

• thorough examination of the customer’s existing ITSM operation, encompassing the platform, the processes and the users

• engaged in extensive interviews with key stakeholders, from tech and infrastructure teams to security personnel

• identified critical areas of concerns e.g. process inefficiencies, platform performance gaps and user experience

Roadmap Construction

• defined processes and capabilities that best fit the organisation’s workflows

• conducted a series of interactive design workshops to foster collaboration

• determined the scope, including: Incident and Problem Management, Incident Triage, Change Management, Service Reporting, Performance Analytics, Service Portal, Knowledge Management, Virtual Agent, Internationalisation, Integration Hub

Implementation

• unfolded over 6 releases for a phased transition

• comprised 42 hours of training

• listened and responded to every feedback for absolute clarity and satisfaction

The ServiceNow implementation showcased a true, one-team collaboration between our customer and the Inetum UK&I team.

The Benefits 

ServiceNow has replaced unstructured work processes, leading to the efficient streamlining of operations and reduction of cost.

With over 12,000 incidents handled, the enhanced system has accelerated workflows, saving significant time. Notably, 98% of 8,000+ conversations have been resolved through Virtual Agent without human intervention, translating into substantial manual effort savings.

Customer feedback

“ Working with Inetum UK&I has been a remarkable experience. They consistently exceeded our expectations, even when resources were limited. Their priority management made my onboarding effortless, and their support ensured we met crucial deadlines. Their insightful roadmap session highlighted areas for ITAM and CMDB improvements while providing a clear path for our digital transformation. Their ability to challenge us and keep us on track has been instrumental in our ServiceNow journey. ” ITSM Product Owner of the Client

The transition has enriched user experience, reducing overwhelming email clutter via Teams integration. With 500+ knowledge articles and multilingual support, employees receive quick, readily accessible assistance to straightforward questions in their selected language.

Our enterprise-class platform established a robust foundation for merging the customer’s two IT service desks, and will further empower the organisation with enhanced visibility into ticket progress and flexibility for ever-growing business needs.

Over 8,000 virtual agent conversations have been recorded, with an impressive 98% of them concluded without being routed to a live agent, translating into substantial time and manual effort savings.

The Future 

The ServiceNow implementation showcased a true, one-team collaboration between our customer and the Inetum UK&I team. Moving forward, plans include:

• a gradual integration of more 3rd party vendors to maximise the tool’s potential

• merging the brand’s local store service desk seamlessly with the corporate one

• increase scope of ServiceNow to include more non-IT business areas

Curious to witness how Inetum UK&I can emerge as your trusted ally in ServiceNow implementation and deliver value to your organisation just like how we did for this globally renowned fashion retailer? Reach out to us for a conversation and we can explore the possibilities together. 

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