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Construction Giant Enhances Service Efficiency with ServiceNow Automation

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The client, a prominent player in the U.S. construction sector, has been a key contributor to numerous large-scale infrastructure projects. Specializing in residential, commercial, and industrial construction, the company employs a robust workforce and operates across multiple regions. Known for its commitment to quality and innovation, the company has established itself as a leader in delivering complex construction projects efficiently and safely. 

THE CHALLENGES 

As the company expanded its operations, it faced several critical challenges: 

  1. Inefficient Service Management: The existing service management processes were heavily manual and fragmented, leading to significant delays and errors in handling service requests. 
  2. Resource Allocation: With a growing number of projects and employees, efficiently allocating resources and managing workloads became increasingly difficult. 
  3. Data Management: Managing and securing vast amounts of data from various projects and departments was complex and prone to inconsistencies. 
  4. Customer Experience: Ensuring a seamless and responsive customer service experience was challenging due to disjointed systems and processes. 

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