How ACI Enabled Integrated Service Management for a Multi-Region Construction Leader
ACI Infotech implemented ServiceNow ITSM, ITOM, ITAM, and SecOps to streamline service management for a large construction enterprise, boosting efficiency and CSAT.
Key Results
The Challenge
The client is a prominent player in the U.S. construction sector, and 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.
As the company expanded its operations, it faced several critical challenges such as:
Inefficient service management: Manual, fragmented processes caused delays and errors in service requests.
Resource allocation: Growing projects and teams made workload and resource management difficult.
Data Management: Handling large, cross-departmental data was complex and inconsistent.
Customer Experience: Disjointed systems hindered seamless, responsive service.
Our Solution
To address these challenges, the company partnered with ACI Infotech to implement ServiceNow as their comprehensive service management solution. This deployment included several key components that were vital for efficient service and customer management, while offering a competitive edge in the booming construction sector.
Key modules, driving value across diverse functions:
IT Service Management (ITSM): Streamlined and automated service request handling, reducing manual intervention and errors.
IT Operations Management (ITOM): Enhanced visibility and control over the IT infrastructure, ensuring data integrity and efficient resource management.
Security Operations (SecOps): Improved security posture by integrating vulnerability management and incident response into a unified platform.
IT Asset Management (ITAM): Centralized asset management, providing better tracking and utilization of resources.
Technologies Used
Results & Impact
Some of the perceptible benefits enjoyed by the client:
Deflected 7,500 cases from the service desk, freeing staff for higher-priority tasks.
Savings of 576 business days, including 125 days from technology access requests alone through automation.
Processed over 92,000 requests and 358,000 approvals via ITSM in a year, demonstrating strong adoption and efficiency.
Achieved a 96.9% CSAT score in 2023, reflecting improved service experience.
"ACI Infotech helped us bring structure and clarity to processes that were becoming hard to manage at scale. The improvements in response times, visibility, and overall service experience have made a real difference for our teams."
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