Large German Software Company
Reduce ServiceNow Licence Cost through Data Integration
Challenge
- Seat-based licensing model of ServiceNow customer support platform leads to high cost.
- Dozens of people do not have access to relevant data due to lack of costly ServiceNow licenses.
- Only customer service agents get costly ServiceNow licenses. Account managers, project managers, developers and other stakeholders do not have access to relevant customer support requests on the ServiceNow platform.
- Poor customer service due to lack of access to information.
Solution
- Customer support ticket information is extracted from ServiceNow and automatically transferred to internal documentation platform in near-real-time with Cloudomation.
- 4 days of effort to set up the integration.
Result
- Customer support information is available to all relevant stakeholders.
- No need for additional costly ServiceNow licenses.
- Significant improvement in customer support speed and quality. Significanlty lower license cost.
- Customer support data is now also available for analysis and combination with other data sources, e.g. customer contract value.
What was Automated?
Automated Data Integration
An existing on-premise Cloudomation workspace has been extended to integrate ServiceNow and the company’s internal data warehouse (DWH). Customer support tickets and related information are retrieved from ServiceNow every hour and loaded into the DWH, with plans to transition to a near-real-time transfer. Reports are generated in the DWH. In the future, the data will be transferred to an internal documentation system and made accessible to a larger user base.
- A Cloudomation on-premise workspace was already running in the customer’s data center and is used for other use cases as well.
- ServiceNow and the company internal data warehouse (DWH) were connected to Cloudomation.
- Cloudomation fetches all customer support ticket data as well as related customer data from ServiceNow and transfers the data to the DWH.
- The data transfer is scheduled to run hourly. A switch to near-rea-time data transfer is planned, which shall be triggered by each change in a cusomter support ticket in ServiceNow.
- Reports are generated in the DWH based on the ServiceNow data.
- In a next step, transfer of the ServiceNow data to an internal documentation system is planned so that more people get access to the data.
How did we Develop the Automation?
An automation expert from Cloudomation developed the data transfer logic in collaboration with the DWH-team.
What are the Next Steps?
- Switch to near-real-time data transfer after every change of a customer support ticket in ServiceNow.
- Transfer of data to a documentation system to which more people have access.
- Intergation of ServiceNow data into company KPIs.
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