The global shipping company is an American logistics and retail behemoth. With nearly half a million employees generating $70 billion annually, this Memphis-based, overnight shipping giant ranks 49th on the Fortune 500 list and has been relied upon by businesses worldwide for foolproof, reliable delivery. “Guaranteed timely deliveries, no matter what it takes.”
In 2016, global shipping company acquired Netherlands-based TNT Express, a ServiceNow customer that expanded it’s global reach. This expanded footprint placed new pressures on its service management infrastructure and was vulnerable to new threats. After this expansion, the problem was brought to the forefront on company earnings call that announced a series of cyberattacks that exposed a potential $300 Million risk.
Global shipping company had to move decisively and launched an aggressive Enterprise-wide process-driven Service Management initiative to unify service delivery globally, using a single ServiceNow instance. They turned to Advance as the partner to lead the charge.
Having grown through acquisition and rapid expansion, global shipping company was comprised of 20 Operating Companies, processes and systems and two ServiceNow instances, both of which were highly customized. The company lacked visibility into its global asset footprint and faced increased uncertainty about its own risk profile. Successfully merging these two heavily customized ServiceNow instances was also a sizeable challenge.
Equally challenging was the unification of corporate cultures and a variety of enterprise processes that had independently evolved over a combined 110-year history. Employees found the system difficult and cumbersome and satisfaction with IT suffered as a result.