Accelerating Service Transformation at Worldline with ServiceNow CSM
About the customer - Worldline
Worldline, headquartered in Paris, France, is a global payments and transactional-services leader. With more than 45 years of experience in the payments industry, Worldline has evolved from a European specialist into a pan-global “PayTech” powerhouse, delivering secure, omnichannel payment solutions for merchants, banks, public-sector organisations and industrial clients. With over 20,000 employees across 50+ countries, the company supports over 1 million businesses in 170+ markets, processing tens of billions of transactions annually.
The challenge
- Limited CSM Functionality: Missing AI, proactive ops, and field service slowed service maturity
- Integration Gaps: Lack of real-time sync with RDG, Dynatrace, and Zabbix risked delayed response
- No Unified Case View: Siloed case, incident, and change data hindered resolution and accountability
Solution delivered
- Dedicated Instance Setup: Deployed a standalone ServiceNow instance tailored to business-specific needs
- Categorization Redesign: Rebuilt category structure into scalable Services and Service Offerings for better case routing and reporting
- Automated Assignment Mapping: Replaced Excel-based mapping with dynamic, rule-based assignment to streamline case routing
ServiceNow Modules:
CSM
Results and Impact
Successful Platform Exit: Transitioned off Atos platform before March 2025 deadline
Future-Ready Architecture: Positioned to upgrade to CSM Pro+ and adopt Agentic AI
“Kaptius’ expertise has been instrumental in transforming our operations. With their guidance, we’ve been able to modernise our workflows and achieve significant improvements in compliance and customer service.”
Head of IT Operations, Dankse Bank
Looking to start your digital growth journey?
Contact for a custom consultation
Every question is welcome. We’re an approachable team who love a good chat (and great coffee). Drop by our office or give us a ring - we're eager to hear how we can help. Reach out, and we'll respond within the hour.
-1-1.png?width=1500&height=583&name=Poorna_2_Logo_Vector_Kaptius_Final_file-03%20(1)-1-1.png "Poorna_2_Logo_Vector_Kaptius_Final_file-03 (1)-1-1"){kind=logo}
