Overview
A global manufacturing enterprise faced significant inefficiencies in allocating workspace seating for new hires across multiple countries. The manual, email-driven process led to delays, inconsistent onboarding experiences, and a heavy workload for facility support teams. By partnering with Quantive Technologies, the company transformed this process through ServiceNow automation—dramatically improving productivity, accuracy, and request turnaround times.
Key Results
- 70% improvement in agent productivity
- 80% reduction in reopened service requests
- 5X faster seat allocation request closure
Business Challenge
The organization struggled with a fragmented and error-prone seating allocation process:
- Manual, email-based workflow: Seating assignments were coordinated through email chains, making the process slow and prone to human errors—especially across multiple buildings and countries.
- Inconsistent onboarding experience: New hires encountered delays and confusion due to a lack of standardized processes.
- High workload on facilities teams: Staff spent hours managing repetitive tasks, diverting attention from higher-value activities.
The company needed a centralized, automated solution that could streamline operations and eliminate manual intervention.
Solution Delivered by Quantive Technologies
Quantive Technologies implemented a fully automated seating allocation solution using ServiceNow IT Service Management, leveraging catalog forms, Flow Designer, and real-time data integration. The solution included:
- Automated Seat Allocation Workflow
- Built an end-to-end catalog-based seating request process.
- Enabled supervisors to select or modify seats based on an integrated seat inventory database within ServiceNow.
- Introduced a quick approval workflow for seamless request routing and processing.
- Real-Time Seat Inventory Management
- Implemented automated seat inventory updates to ensure data accuracy.
- Provided real-time visibility into seat availability across buildings and floors.
- Generated metrics for allocated seats per employee, supporting better facilities planning.
- Standardized and Improved Onboarding Experience
- Created a unified, system-driven seat assignment process across regions.
- Ensured every new hire received a consistent and timely seating allocation.
Outcome
With the automated seating allocation framework in place, the organization achieved:
- Significant reduction in manual task load for facilities teams
- Consistent, high-quality onboarding for new employees
- Data-driven visibility into workspace utilization
- Faster, more accurate execution of seating requests across global locations
By modernizing its seating allocation process through ServiceNow, the company strengthened its onboarding operations and improved internal employee experience—resulting in greater efficiency and reduced operational overhead.