Southeastern’s existing CRM system was being managed by a third party and was coming to end-of-life. The team decided to bring ownership in-house enabling them to manage the day to day and the long-term strategy for the platform. Southeastern selected the UP3 Rail Compensation and Rail Fraud products built on ServiceNow Customer Service Management (CSM) and engaged UP3 as their implementation partner.
Southeastern initially chose to manage ServiceNow via their internal IT, but quickly realised the team had limited capacity to manage the platform and lacked the ServiceNow expertise to take advantage of the rich functionality. The progression of ServiceNow was held back as the Customer Service team competed against the entire business for resource and priority from their IT function. This resulted in a huge backlog, with long lead-times to resolve issues and get new functionality added.
Additionally, the team was struggling to keep up with the resource intensive ServiceNow upgrade requirements - with limited time to read up on new functionality while handing the backlog and operational platform management.