Case Study: Sephora achieves faster, more efficient IT support with Cloud Sherpas and ServiceNow integration

Sephora USA, Inc. gives IT a makeover with Servicenow

Sephora USA, a major beauty retailer, faced challenges scaling its IT service management to support its rapidly expanding store technology. To reduce vendor complexity and improve support efficiency with its outsourced provider, it needed a deep, two-way integration between its ServiceNow incident management system and its provider’s salesforce.com software. This integration was required to eliminate call routing delays and better quantify procedural issues.

Cloud Sherpas implemented the required two-way integration between ServiceNow and Salesforce, taking a minimal approach to field mapping to control costs and complexity. As a result, Sephora gained superior business intelligence, allowing it to calculate support call costs, reduce procedural calls, and speed up service restoration. The project, delivered by Cloud Sherpas, also established a multi-tenant foundation that allows vendors to intercept certain calls directly, promising further reductions in support costs and increases in resolution speed.

Sephora

Javier Rodriguez

Senior Manager of IT Service Management, Sephora