The company selected Genpact as its ServiceNow business integration partner. We assessed the company's existing processes and IT environment, recommending best practices to bake into the procurement solution.
Since the company already used ServiceNow for IT support, we knew we needed to unify the architecture between the IT and procurement deployments. Otherwise, future updates would create technical debt – in other words, they would be deploying a short-term solution that would create new problems in the future.
We began by creating a self-service shopping portal for field technicians to order parts and services on the move – no more wasting time on the phone with the helpdesk. Plus, making this process digital gave procurement newfound end-to-end visibility.
We then implemented a purchase requisition workflow to streamline and automate the approval process. This prevented rogue purchases from slipping through. When employees place orders, the platform automates PO creation for a clean paper trail. Then, the system automatically submits orders to suppliers, streamlining supply chain operations. When orders ship, integration with carriers brings all delivery notifications and updates into one dashboard. Compared to hopping between complicated legacy systems, the user experience is now unrecognizable as a seamless, user-friendly procurement process.
Finally, we introduced real-time procurement and spend analytics to uncover insights from the treasure trove of data collected by the platform. This data opens the door for continuously improving procurement processes.