Customer Success Story: Lighting

Transforming Service Management at a Global Lighting Company

A global leader in stage and DJ lighting with a presence in the U.S., Europe, and Mexico, faced challenges with their existing service management system. Their reliance on a Managed Service Provider (MSP) and a domain-separated ITSM instance kept data and workflows siloed, limiting flexibility across the organization. They needed a more integrated solution that could adapt to their evolving needs. Through a strategic partnership, we successfully transitioned to a more flexible and scalable Customer Service Management (CSM) solution, improving customer engagement and operational efficiency.

The Challenge

This client initially relied on another partner’s MSP services and operated within a shared, domain-separated ServiceNow instance, using ITSM modules for customer service.This setup was limiting and unable to support their evolving needs. We took over the account and transitioned it to its own MSP domain-separated instance, ensuring continuity.

Limited Customer Engagement: Their support relied on email and an incident management module, which was ill-suited for managing customer workflows like warranty registrations and repairs.
Customization Constraints: The MSP environment restricted flexibility, preventing tailored solutions that aligned with their unique business model.
Budget Constraints: As a small company with 327 employees, resource limitations impacted their ability to adopt extensive upgrades.

The Solution : From ITSM to CSM

Our team recognized the need for a customer-centric approach and led the migration from ITSM to ServiceNow’s CSM platform, addressing key operational challenges, including:

Customer Portal Creation: Pathways built a self-service portal enabling customers to register products, submit warranty claims, and manage repair requests.
Enhanced Workflows: The transition streamlined the management of warranties and repairs, including Return Merchandise Authorizations (RMA).
Integration with Order Management: We integrated their order management system, to provide real-time financial and operational data to customer service teams, boosting efficiency and transparency.

Ongoing Enhancements

We have provided 850 hours annually for continuous improvements, including the recent upgrade to CSM Pro, which introduced Dynamic Translation. This feature supports global operations by translating tickets, emails, and notes into native languages, improving communication across teams in the U.S., Germany, and Mexico.

Internal IT Operations

The client also brought previously outsourced IT services in-house with a lightweight ITSM instance configured to their needs. This dedicated instance handles internal IT workflows like device requests and onboarding while adhering to strict data governance requirements.

Results and Impact

Enhanced Customer Engagement: The shift to CSM transformed how they interact with customers, offering better visibility and service capabilities.
Streamlined Operations: Integration with their order management system and improved workflows reduced inefficiencies and enhanced service delivery.
Global Readiness: Dynamic Translation and scalable solutions position them for future growth in international markets.
Custom Solutions: A dedicated ITSM instance allows them to manage internal operations effectively while separating data governance requirements.

Future Opportunities

GenAI Integration: Exploring advanced tools like generative AI to optimize workflows and customer engagement further.
Portal Enhancements: Improving B2B and B2C customer insights for better decision-making and service personalization.
Pro Plus Upgrades: Assessing the potential for further enhancements with CSM Pro Plus to address evolving business needs.

Conclusion

Through a collaborative partnership with the team, we successfully transitioned from a restrictive MSP environment to a dedicated, customer-focused service management solution. The journey highlights the importance of tailored tools, scalable platforms, and ongoing support to align with business goals. This transformation not only addressed immediate challenges but also set the foundation for future innovation and global growth.

Success Stories – Sollus Lighting Company