Southeastern reduces ServiceNow backlog by 70%

The solution

Southeastern engaged UP3’s Managed Service to handle the entire management and development of ServiceNow including day to day incidents and requests and the full upgrade process. 

The team at UP3 work in close partnership with Southeastern to understand their business goals and challenges, and Southeastern and UP3 consistently commit time to the roadmap and requirement definition processes, enabling UP3 to deliver consistent and regular functional updates aligned to the overarching business goals.

The outcome

Since working with UP3, Southeastern has completely reduced their backlog and any issues are quickly identified and resolved by the UP3 team before they turn into a major problem or impact customers. Upgrades are pain-free, with the Southeastern team leveraging UP3’s ServiceNow knowledge to add the enhancements and features needed on a regular basis. 

Additionally, Southeastern is a true example of using ServiceNow as a business enabler, taking advantage of the platform to automate business-critical processes. Using the UP3 Rail Compensation product, Southeastern use ServiceNow to automate their Delay Repay request process, improving their customer experience. The application also ensures Southeastern meet the regulator’s requirement to automatically detect when customer journeys have been delayed or cancelled, proactively creating a compensation claim for the customer.

Update June 2023

Following the success seen by the Customer Services team, Southeastern has taken the decision to migrate their IT Service Desk onto the same ServiceNow platform. The implementation is due to complete in summer 2023 and will also transition onto the UP3 Managed Service. The move will effectively double the capacity of the service and provide a solid foundation for expansion into other business areas.