Case Study: Leading Digital Marketplace Company achieves 45% cost-efficiency boost with Datamatics Field Service Management (ServiceNow)

A Leading Digital Marketplace Company Increased Cost Efficiency by 45% with a Field Service Management App

Leading Digital Marketplace Company, a European B2B wholesale platform for refurbished electronic devices, needed an end-to-end partner to improve after-sales field service using the ServiceNow Field Service platform. Working with Datamatics, the customer faced challenges including slow dispatcher task assignment, lack of technician location traceability, limited ability for technicians to set status or self-assign tasks, and difficulty locating nearby agents for timely support.

Datamatics delivered a customized Field Service Management solution on ServiceNow, including a state-of-the-art “Agent” app with geolocation, configurable technician states, self-assign and nearby-task features, and collaboration tools. The solution raised technician utilization from ~65% to up to 85%, increased cost efficiency by up to 45%, enabled faster customer request processing and dynamic dispatcher planning, and improved overall customer satisfaction.