Overview
A global semiconductor manufacturer faced operational inefficiencies due to outdated legacy tools and underuse of their ServiceNow ITSM Pro platform. To streamline processes and improve ticket routing across global sites, they partnered with Quantive Technologies to build a tailored custom application. The solution enhanced accuracy, boosted productivity, and enabled consistent, self-service-driven operations across their manufacturing locations.
Business Challenge
A leading semiconductor manufacturing company relied on ServiceNow ITSM Pro to support global operations. However, despite having the platform, their regional manufacturing sites continued using outdated legacy tools to handle issues and requests. These tools lacked robustness, scalability, and essential modern capabilities—resulting in significant operational inefficiencies.
Key challenges included:
- Inability to access essential ServiceNow functionalities due to fragmented tools and processes across global sites.
- Incorrect routing and categorization of tickets, leading to SLA breaches and widespread delays.
- Limited visibility and lack of automation, creating a high dependency on manual effort.
- Underutilization of ServiceNow, resulting in poor return on investment and reduced competitiveness versus industry peers.
The client needed a unified, scalable, and accurate system that could support manufacturing teams globally while maximizing their existing ServiceNow investment.
Solution
Custom Global Manufacturing Application
Quantive Technologies engineered a fully customized ServiceNow application designed specifically for manufacturing operations across multiple regions. The goal was to create a standardized, automated, and highly accurate system for managing incidents, requests, and workflows.
Key features delivered:
1. Tailored Custom Application Development
Our engineering team built a custom solution aligned with manufacturing team workflows, enabling:
- 99% accurate routing of requests and incidents
- Standardized processes across all manufacturing sites
- Robust support for manufacturing-specific operations
2. Self-Service Capabilities for Local Site Admins
The solution included intuitive self-service tools enabling site administrators to:
- Add or update categories and subcategories
- Manage request types
- Customize routing rules
- Reduce dependency on centralized IT teams
This significantly improved agility across global manufacturing sites.
3. Service Operations Workspace Enablement
Quantive Technologies configured and optimized the Service Operations Workspace, allowing the client to:
- Visualize real-time performance
- Optimize request handling
- Fully recognize the value of their ServiceNow platform investment
Results
The custom application delivered immediate and measurable improvements across the organization:
20%
Increase in ServiceNow adoption and smoother onboarding of new global sites
99%
Accuracy in routing requests and incidents, reducing errors and boosting SLA compliance
2X
Improvement in agent productivity due to automation and streamlined workflows
Conclusion
By replacing outdated legacy tools with a modern, customized ServiceNow application, the semiconductor manufacturer transformed its global operational capabilities. The solution empowered manufacturing teams across regions with accurate routing, simplified processes, and a unified platform—ultimately maximizing the ROI of their ServiceNow investment.
Quantive Technologies continues to support the client with ongoing enhancements, ensuring continuous improvement and alignment with global manufacturing needs.