Digitising Maritime Support Services with Customer Service Management at SmartSea Ltd.
The Process Play, working as a ServiceNow customer workflow expert, partnered up with SmartSea Ltd to bridge a technology gap in the maritime industry, opening opportunity for IT outsourcing and service operations.
The Challenge
SmartSea Ltd is a new venture, brought by aerospace tech giant SITA and Columbia Ship Management to innovate the maritime industry, as part of operations, SmartSea believe the need to digitise maritime processes, allowing shipping agencies to have a clear view of what customers were entitled to, metrics regarding their services and how agents were supporting them. Discovery showed pain points including phantom costs to shipping agencies, inefficient docking processes and poor communication between agencies and service providers.
The Delivery
The Process Play undertook an extensive discovery phase to understand how much of the process they could build and optimise on ServiceNow, without drastically changing the users experience from their existing MSP tools. By bringing best-practice and industry expertise, The Process Play outlined a clear roadmap for success on the Now Platform. This began with extensive workshopping to redefine processes, educate on the capabilities of ServiceNow and utilising OOTB features for SmartSea’s requirements. To wrap up, we delivered training sessions and materials to the team directly, to support user adoption and ensure as operations commenced, users will make the most of the platform.
The Results
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Robust, scalable processes
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Faster time to onboard customer
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Customer satisfaction rate increase
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Decrease in resolution times
What They Said...
“test quote from Kris”
Chief Technology Officer
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