ServiceNow is a stable, robust, and easy-to-configure platform.
Mario Marín, Corporate Manager
of Technology Infrastructure, Mabe
Finding a way to accelerate transformation
Finding a way to accelerate transformation
Mabe leads the home appliance market in the Americas. It is a Mexican company with annual revenues exceeding $4 billion, 18 production plants, and a growing presence in more than 70 countries in the Americas and Europe. The business is well-positioned to achieve sustained growth and is also implementing a digital transformation strategy that will consolidate its reputation for innovation and quality in the region.
Mabe’s service operations department wanted to optimize its order tracking process. Specifically, it sought to make support services more efficient, from problem identification to ticket opening, inspection, and repair of appliances in customers’ homes.
Prior to ServiceNow, Mabe managed maintenance requests manually through its Contact Center, its CRM solution, and internally developed software, while technical staff used printed documentation to manually track jobs. Due to a number of critical points, Mabe was interested in resolving capacity limitations in its customer service. These included a lack of reliable tracking and information, non-digital processes, obsolete approval procedures, disconnected workflows, and the need to align its systems with industry best practices.
Laura adds that the drive to accelerate and automate processes led Mabe to seek a platform that would allow its staff to better manage workflows.
“We wanted an intuitive, omnichannel, more practical, organized, agile, and centralized solution that would allow the Service Desk to streamline care,” she says.
Mabe chose ServiceNow for its ability to transform customer support and field service processes. Specifically, it sought to leverage the ability to offer agile and immediate solutions, increase capacity, and manage requests through automated processes, incorporating industry best practices.
“We had other options, but ServiceNow was the most complete. It went beyond process management and digitized customer service, offering the potential to benefit other areas of the company,” Laura acknowledges.
ServiceNow allows integration with multiple internal and external technologies and applications, starting with SAP. Mabe has one of the most complete SAP implementations in Latin America.
A Simple and Uncomplicated Implementation
Together with ServiceNow partner, HandCloud Solutions, Mabe conducted a proof of concept. Just six months later, it deployed a unique, innovative, and centralized platform to transform and optimize service with ServiceNow Customer Service Management and Field Service Management. Even more impressively, the project was completed remotely during the global pandemic.
“It had to be a one-step launch and there was no possibility of keeping the previous tool active,” Laura recalls. “Any initial fears we had immediately dissipated; ServiceNow quickly proved to be a complete, solid, and highly capable application. From the beginning, every modification or update has been implemented immediately and without any problems.”
Using ServiceNow Field Service Management for mobile, Mabe has also strengthened its after-sales service. This application is very useful for technicians, as it allows them to track the service orders assigned to them and, with the activation of geolocation, end users have greater visibility of when the technician will arrive to attend to their request.
“With this app, technicians can adjust or update service orders, assign repairs, and even accept card payments,” explains Laura. To support the application, Mabe uses ServiceNow IT Operations Management (ITOM) to give IT staff visibility into their infrastructure and applications, ensuring the status of services, as well as control of assets connected to the network. Mabe has also improved communication with customers by implementing an intelligent chatbot. The Virtual Agent tool allows users to send queries and requests at any time from various channels, including WhatsApp.
The collaboration between HandCloud and ServiceNow was the key that helped implement ITOM Visibility and IT Service Management (ITSM) processes using the Information Technology Infrastructure Library (ITIL) within the single ServiceNow platform. Now, Mabe is faster and more efficient in its daily activities and offers a much-improved experience to end customers.
Mabe also implemented ServiceNow Agent Workspace to improve agent efficiency, accelerate resolutions, and optimize the customer experience.
“Our service is outsourced and serves everything, as well as all the users in the organization. Having the right capacity is critical when it comes to solving problems on the first call. Thanks to Agent Workspace, we have noticed an improvement in the indicator, reaching 80% resolution at Level One,” Laura acknowledges. “But it has also allowed us to automatically assign and create tickets and improve workflows.”
Another ServiceNow tool that they consider especially useful is Performance Analytics, which provides visibility and control.
“For a company with outsourced services, that is very important,” says Laura. “By giving providers access to ServiceNow, we can build a complete picture of their performance and compliance with contracted service levels. These are reliable indicators, which minimize the impact on IT service.”
Thanks to ServiceNow, Mabe has also achieved significant improvements in the approval times for workflow generation, reaching a level of agility that was previously unthinkable.
“Incident tracking has also improved significantly,” says Laura. “As IT, we aim to resolve 90% of incidents within the first week of their registration, which is part of our performance SLAs. Before the implementation of ServiceNow, monitoring was completely manual. Although it was possible to achieve the objectives, the monitoring consumed a lot of time. With ServiceNow, we have reduced this time and our monthly service rate has increased to 94%.”
“ServiceNow is a stable, robust, and easy-to-configure platform. It has allowed us to easily generate indicators to help us comply with SLAs, and has provided greater access and visibility of information to have a complete view of our service desk support,” says Mario Marín, Corporate Manager of Infrastructure in Technology at Mabe.
“An important element in the success of ServiceNow at Mabe is how widely and quickly it was accepted by the team,” Laura acknowledges. “The platform is very intuitive and is always available. More importantly, our customers have been highly satisfied with the improvement in service from the beginning.”
