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”
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.
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.
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.
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.
United States & Canada
Philadelphia | +1 484 843 1770
Amsterdam | +31 20 305 3700
Spain & Latin America
Madrid | +34 914 290 584
India, Middle-East & Africa
Noida | +91 98 1885 5635
Kuala Lumpur | +60 3201 19879
Tokyo | +81 35281 0901