Case Study
ServiceNow Drives Efficiency at Rosendin Electric: 50% Faster Resolutions, 75% Helpdesk Time Saved
Download Case StudyClient: Rosendin Electric
Industry: Electrical Contracting
About the Client
Rosendin Electric, headquartered in San Jose, is employee-owned and one of the largest electrical contractors in the United States, employing over 7,500 people across all states with an average annual revenue of $2.9 billion.
Established in 1919, the company remains proud of its more than 100 years of building quality electrical and communications installations and value for their clients but, most importantly, for building people within their company and communities.
Business Challenges
Rosendin Electric, encountered significant roadblocks in managing its IT operations. Here's a breakdown of the key challenges they faced:
- Outdated Ticketing System: The previous ticketing system was outdated, offering limited automation and inadequate security features. Even minor changes required system downtime for deployment, leading to inefficiencies and interruptions.
- No Self-Service Portal: The previous system only allowed end-users to create tickets via email. A basic form-based interface was available, but only for technicians managing tickets through the iHelpdesk platform.
- Limited Integration Capabilities: The system lacked pre-built integration options, requiring each integration to be custom-developed from scratch. This increased effort, time, and resources, leading to inefficiency and higher costs.
- Insufficient Security: HR and payroll tickets lacked adequate security layers, leaving sensitive Personally Identifiable Information (PII) exposed and vulnerable.
- Gaps in Asset Management: The asset tracking tool relied heavily on manual data entry, leading to frequent issues with missing, duplicate, or invalid information.
- No Mobile Ticketing Option: With a large user base working in the field, the lack of mobile ticket submission created barriers for employees needing to raise issues on the go.
Business Requirements
Through collaborative workshops and in-depth analysis, the following key business requirements were identified:
- Establish a central and standardized service management tool across all departments
- Modernize service management to provide a better experience to both end users as well as technicians
- Multi-source support for ticket creation, including a self-service portal for end users with AI-driven capabilities
- Revamp core service functionalities like Incident management, automated workflows for Request management and Knowledge base management
- Increased inter-departmental data security, especially for HR & payroll
- Improved, automated way of storing and tracking assets that would integrate with Intune
- Better system integrations and automation with Workday and Oracle Chargeback
- Mobile ticketing capabilities for both end users and technicians
- Better Reporting and dashboards
Jade’s Approach and Solutions
Recognizing the client’s IT operation needs, we proposed and delivered a unified ServiceNow IT service management solution. Here is how we delivered a successful ServiceNow implementation.
- ServiceNow process coaching and Out-of-the-box feature adaptation: Conducting sessions with customer’s IT and Business teams, we coached them on ServiceNow best practices and tied their previous processes to out-of-box core functionalities in ServiceNow. This helped in implementation of a Standardized Incident, Request, and Knowledge management process across the organization without the need of heavy customizations.
- Employee Portal for Improved User Experience: Leveraging ServiceNow's Employee Service Center, built a central hub for multi-department access, with self-service capabilities and virtual agent chatbot.
- UI Builder & AI Search for Streamlined Workflows: Utilized ServiceNow's UI Builder to create a user-friendly interface catering to specific departmental needs for IT and business teams. Additionally, AI Search functionality facilitated efficient access to people, knowledge articles and intake forms for different departments.
Business Benefits
Jade Global’s expertise and the ServiceNow ITSM technology unlocked a range of benefits for the IT operations at Rosendin Electric:
- 40% reduction in request fulfillment time
- 40% increase in employee engagement
- 50% reduction in ticket resolution times
- 75% helpdesk time saved in ticket assignment
- 30% reduction in ticket creation through effective knowledge management.
- 80% improvement in accuracy for configuration items and their maintenance
- Achieved 100% automation of chargeback program, resulting in higher speed
- 8000+ employees now have self-service capabilities
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