By Ariel Gritti Tartac, Service and Operations Manager, Globalia
In the travel industry, especially air travel, customer experience
is often lagging behind other industries. Surveys prove this too – in
the 2018 American Customer Satisfaction Index Amazon
ranked above well-established hotel and travel brands, such as Hilton,
Marriott and Expedia.
For operations executives working in this industry, often using
complex IT legacy systems, day-to-day work can be frustrating due to
disconnected systems that simply don’t talk to each other.
This was the case for us at Globalia, Spain’s largest tourist group,
which comprises a number of independent companies.
Our vision is to drive operational excellence across the whole group
to deliver exceptional customer service experiences. But our IT
service delivery was slow, siloed and ill-equipped. It was time to
turn this around and fully align with our business objectives.
Towards unified service delivery
We knew that by
unifying service delivery we would be able to enhance virtually every
business process across the whole group. We also recognised that
adopting a single, best-of-breed ITSM platform was the only way to
truly integrate Globalia’s operations and prepare for future growth.
We started by replacing the mish mash of different systems and
management processes in the different business units with the
ServiceNow platform. We basically created a sort of ‘internal Amazon’
platform for users to enable self-service for routine requests.
Importantly, ServiceNow’s cloud-based approach meant that the
platform could instantly benefit every end user in every part of the
business, across our independent companies.
The manual days are over
An almost immediate benefit was
delivered to my team. We are only 20 engineers, and in the past, just
dealing with incoming requests and assigning tasks was a challenge.
The new unified service desk has significantly reduced the burden.
On top of the new service desk, ServiceNow’s IT Operations
Management (ITOM) solution gave us a single management interface,
which has been crucial in optimizing how my department works with
Globalia’s various business units (BUs). Incorporating event
management, service mapping and asset management, the ITOM solution
has enabled the creation of a variety of digital workflows to
automatically create incidents, direct responses and assign tasks
across the team.
Our experience at work has been much improved and we are saving
enormous amounts of effort. In fact, we estimate digital workflows
have saved us about 95% of time! In addition, event management has
reduced the number of operator-controlled events by 98%.
Crucially these savings have been achieved with maximum efficiency.
I have been able to manage the whole process directly, with no need
for additional headcount – another significant saving for the business.
Boosting operational excellence
By standardizing on
ServiceNow’s ITSM and ITOM solutions we automated key business
processes, achieved a far greater integration across the business, and
accelerated our operations beyond recognition.
The speed of delivery of my team has been transformed and today we
can more than meet the demands of a rapidly growing business. Compared
to the custom developments we had to do in the past, we’re able to
take on more projects and deliver new services incredibly quickly.
The experience of ServiceNow has been exceptional, but the numbers
that have made the biggest impact to our colleagues’ experiences at
work are related to incident resolution.
The overall incident resolution time has been reduced by 89%, the
time to fulfill a request has shrunk by 44%, and first-time resolution
of incidents has increased to 88%. That’s a dramatic improvement in
efficiency and service delivery.
ServiceNow as a core fabric of our business
and colleagues ask me about our future direction, I know we are in a
fortunate position because we have put in place a platform that gives
us the foundation to continue to thrive.
With ServiceNow in place, I’m confident that whatever functionality,
features or services are needed by the business, we can develop them
in a scalable way.
At Globalia, the principle of managing the business via digital
workflows on the ServiceNow platform is now well-established. We will
continue to create new use cases, new efficiencies and ever greater
experiences for our customers.
As we strive towards even greater operational excellence, my dream
is for the whole company to be built on ServiceNow.