Case Study: Thales achieves 99% availability and cuts engineer idle time by 66% with ServiceNow

Thales - Customer Case Study

RCS Netherlands, a Thales subsidiary that designs, installs and maintains ticketing and revenue-collection systems for Dutch public transport, struggled with a reactive customer-service model that led to long engineer wait times, unmanaged end-of-life hardware, and no way to monitor bespoke KPIs for diverse customers. With network availability and strict SLAs critical to customers, the company needed to move from firefighting to a proactive, predictive service operation.

By implementing ServiceNow Customer Service Management and linking monitoring systems, RCS Netherlands introduced remote triage, planned maintenance, automation and customer-specific dashboards. The change cut engineer idle time by 66% (no engineer waits more than 30 minutes per day), freed the equivalent of eight full-time employees for new work, supports ~48,000 incidents and 70,000 CIs per month, and helped achieve roughly 99% availability through reduced mean time to repair and better SLA visibility.

Thales

Natasja Wientjes

Director Customer Service