Case Study: Leading Door Opening Solutions Provider achieves real-time dashboards and 95%+ SLA with Datamatics

A Leading Door Opening Solutions Provider Enhances Performance with Real-time Dashboards & Analytics

Leading Door Opening Solutions Provider, a global leader in door opening and electromechanical security solutions, faced challenges scaling and supporting its ITSM processes across regions—requiring configuration management and expert functional support for its ITSM application (ServiceNow), customized reports and dashboards, real-time analytics, and 24x7 functional support. Datamatics was engaged to address these needs and modernize the customer’s service management landscape.

Datamatics implemented ServiceNow development and enhancements across Incident, Request Fulfillment, Change and Problem modules, built 300+ catalog items and 1,200 tailored reports, created customized dashboards and real-time analytics, and onboarded multiple regions (EMEA, AMER) with 50,000+ users with no downtime. As a result, Datamatics delivered 95%+ resolution SLA for incidents and requests, continuous 24/7 platform support, and measurable improvements in visibility and service performance.