customer success

PLUS supermarket chain automates its ITSM, GRC and HR processes on the ServiceNow platform

QUINT’S ASSIGNMENT

Improve operational processes and achieve greater user satisfaction by organizing the service catalog, request fulfillment and customer self-services.

“Working from a single platform makes it possible to continuously optimize operational processes”

260

supermarkets

2.4

billion in turnover

6.4

% market share

About PLUS

With 260 supermarkets, the PLUS chain is a major player on the Dutch food market. PLUS is a leader in developments involving healthy eating and can respond appropriately in this area. In addition, PLUS sets itself apart from other supermarkets because it is big enough to make a difference and small enough to be flexible.

Situation

PLUS’s main desire was that the entire organization should be able to work using a single platform as the basis. Moreover, PLUS’s major focus was on optimizing its operational processes. These processes included incident, problem, change and configuration management, as well as service level management. The aim was to realize greater efficiency and effectiveness.

Key Challenge

Replacing the current Service Management solution (Clientele) with the ServiceNow platform and setting up service support. Using the Impulse4 implementation accelerator, this project was realized at an accelerated speed.

Results

The most significant results of this implementation were more efficient operational processes and greater user satisfaction realized by organizing the service catalog, request fulfillment and customer self-services. PLUS truly regards ServiceNow as a single platform. Since the implementation of ServiceNow, PLUS has implemented more features of ServiceNow, such as setting up Knowledge Management and GRC. In addition, ServiceNow is being used for HR processes.

Our Expertise

Quint Technology provides implementation services for the following orchestration and automation platforms: ServiceNow, Micro Focus (HPE), XebiaLabs and AppDynamics. Our standard approach, Transform, is based on Agile/Scrum and is set up as a toolkit for a successful implementation.

Our Clients & Best Practices

Quint helps organizations to change by connecting people, processes and technology. Are you looking for specific references? If so, feel free to contact us.

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