Case Study: Tempur Sealy achieves product defect reduction and improved customer service with ServiceNow

Tempur Sealy - Customer Case Study

Tempur Sealy, the world’s largest bedding provider known for brands like Tempur‑Pedic and Sealy Posturepedic, faced persistent supply chain and product‑defect management problems after two failed specialty applications left users frustrated and data unreliable. Distribution Process Defect Analyst Shonne Sweatt led efforts to redefine requirements across the company and find a practical, user‑friendly solution.

Tempur Sealy and Logicalis repurposed the ServiceNow IT platform—customizing fields, prompts and workflows—and launched an online portal for retailers and customers to report and track defects. The centralized system improved root‑cause analysis, reduced phone and email inquiries, enabled accurate KPI tracking, and delivered actionable data that helped cut defects, reallocate customer‑service resources and boost customer satisfaction with a target to reduce supply‑chain defects by 25%.

Tempur Sealy

Shonne Sweatt

Distribution Process Defect Analyst