ServiceNow ITSM at the ERNE Group: Implementation of the ServiceNow Platform
How the construction company ERNE automates and digitizes processes
«We opted for ServiceNow to increase the efficiency of our services, implement innovative technology solutions and meet the growing requirements of our users. FROX supported us throughout the entire decision-making and implementation process. Since the implementation of the ServiceNow modules for Incident, Change, Knowledge and Request Management, we have seen considerable success, including the resolution of over 800 tickets per month and increased user interaction. ServiceNow's scalable architecture flexibly adapts to our growing needs and has significantly improved our workflow management. The positive feedback and measurable successes confirm that we are on the right track with this decision. We are convinced that ServiceNow will continue to support us in continuously improving our services and effectively meeting future challenges.»
Marco Roth
Head of IT
Initial situation
What was the situation up to now?
For more than 110 years and now in its fourth generation, the name ERNE has been synonymous with construction — be it in height, depth, or breadth. At ERNE, we have replaced the old ITSM tool with ServiceNow. The aim was to automate and digitalize processes using a modern ticketing tool with a first-class user interface.
Customer benefits
What has improved as a result of the solution?
The ERNE Group team is made up of employees from different countries. The ability to easily offer multiple languages was one of the key criteria for the decision to install the ServiceNow platform. ERNE was also looking to reduce the number of support tickets through the use of automation. The user-friendly interface of ServiceNow's IT Service Management solution enables all ERNE employees to create and view tickets at any time and from any location. This is mainly done via integration with Microsoft Teams.
Services
What services have we provided?
FROX AG supported the construction company ERNE in evaluating the new ticketing tool. After the decision in favor of ServiceNow, FROX implemented the ServiceNow ITSM process automation platform. In the first phase, we implemented the Incident, Change, Knowledge, and Request Management modules. In the second phase, these modules will be expanded and the Problem Management and CMDB modules will also be implemented. We are the ERNE Group's reliable sparring and implementation partner and work closely with them on the further development of their ServiceNow ITSM tool.
Our services for the ERNE Group:
- Guidance through the decision-making process for ServiceNow
- Implementation of ServiceNow ITSM
- Further development of the platform and integration of Microsoft Teams workshops to identify needs and implement them in the ServiceNow platform
- Train-the-trainer concept: training employees so that they can train their colleagues themselves
Platforms & technology
Which platforms and technologies did we use?
- ServiceNow
Topics/Modules
Which topics/modules does the solution include?
- IT Service Management
- Incident, Problem, Change
- Knowledge Management
- CMDB
- Request Management
- Process Digitalization
Industries
For which industry was the solution developed?
- Construction
Would you like a personal consultation?
Are you looking for a local Swiss ServiceNow partner? Would you like to optimize your ITSM with ServiceNow, or do you have questions about this customer project? Whether you just want to know more or get started right away — contact us now, we're here for you!
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Kay Diederen
Senior Account Executive
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