Boosting Service Speed and Visibility at Krome with ServiceNow

Challenges

• Slow Ticket Routing: Manual assignment caused delays, rework, and uneven service levels.
• Field Service Gaps: Fragmented processes and weak scheduling reduced asset and operations visibility.
• No Platform Integration: The lack of eBonding led to duplicated work and poor coordination.
• Disjointed UX: Inconsistent experiences affected both internal staff and end users.

Solution Delivered

• Smart Routing & SLAs: Auto-assigned tickets and enforced SLAs to improve speed and efficiency.
• Field Service Enablement: Enabled real-time scheduling and mobile task updates for technicians.
• Entitlements App: Built a custom tool to validate service eligibility and enforce contracts.
• Unified Platform: Integrated ITSM, CSM, FSM, and custom apps into one seamless system.

Benefits & Outcomes

• Faster Acknowledgment: Reduced the time to acknowledge submitted incidents and cases.
• Quicker Resolution: Improved turnaround times for incidents and service requests.
• Fewer Escalations: Increased the percentage of tickets resolved without reassignment.