PFH CASE STUDY

PFH Technology Group choose ServiceNow to deliver growth and customer service excellence

CHALLENGES

PFH Technology Group provides applications, multi-cloud, infrastructure, security, communications and managed services solutions. Founded in 1985, the company has a nationwide network of over 450 dedicated professionals, including over 350 qualified engineers. PFH delivers end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations, with an impressive portfolio of vendor partnerships and accreditations.

PFH has seen a huge increase in demand for their services. PFH’s challenge is to manage their growth effectively including maintaining the highest levels of customer service and improving operational efficiency. PFH’s customers were turning to them to implement new solutions like hybrid and multi-clouds and also entrusting them with the proactive day-to-day management of their increasingly complex and mission-critical systems. In order to meet these demands PFH realised that they needed a robust efficient complete IT Business Management Platform, designed to drive success for MSPs delivered by a partner who shared their passion for quality service and innovative solutions. PFH turned to Client Solutions and the ServiceNow ITSM platform.

APPROACH

The ServiceNow Customer Service Management (CSM) application provides many of the features required by PFH in dealing with the opportunities and challenges they were facing. From a service point of view ServiceNow CSM gives PFH service agents a single view across all activity with that customer including incident, problem change or service requests. Agents have a complete view of customer contracts and entitlements. Agents can now create or associate tickets from existing open customer service cases which improves efficiency enormously. ServiceNow gives PFH customers an omni channel solution which allows them to choose how to submit requests including through the Customer Service Portal.

This reduces the time required by agents to log cases as it automates the scheduling of cases by various metrics including priority, availability, capacity and skills. Agents and managers can continuously view their productivity on the ServiceNow customer service dashboards. Agents productivity has increased as ServiceNow’s similar cases and knowledge bases functionality provides an easy way for an agent to close a case or a problem by finding a similar already resolved item.

ServiceNow CSM’s efficiency based architecture allows PFH to link similar records and copy resolution notes between records for rapid closure of cases. All workforces are mobile in the world we live it. Field Service Agents must be mobile enabled, agile in their delivery and cost effective. PFH productivity has increased through the ServiceNow Field Service mobile application which enables their workers to plan and complete tasks on customer sites proactively increasing their customer service goals.

OUTCOME

PFH now have a best in class customer service management solution. PFH’s investment in people, process and technology platforms is taking their business and customers to the next level. It further embeds their service-oriented culture in the organisation. Best of breed, fully integrated service management gives PFH real time dashboards and the customer-oriented approach which benefits their clients, especially from an innovation and improvement perspective.

“The ServiceNow platform implemented by Client Solutions is delivering cost and efficiency benefits to PFH. It allows PFH to deliver higher levels of customer satisfaction and service innovation, while enabling future growth in an efficient cost effective manner.”

Karl Howley
Chief Operations Officer,  PFH Technology Group.

ABOUT PFH Technology Group

– Founded in 1985

– A leading provider of ICT solutions to corporate, government, health and higher education organisations.

– The Group employs over 237 employees with offices in Dublin, Cork, Galway and Belfast.

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