CASE STUDY
NADRO is a Mexican company dedicated to the logistics and distribution of pharmaceutical and personal care products. With more than 78 years of history, 27 clients nationwide, 14 branches and more than 1,500 commercials.
Challenges
To register a client, multiple visits had to be made, from closing the deal to moving the documentation from one place to another, taking up to 30 days for a file to work correctly in the system.
Results
By implementing CSM in the Customer Registration process, repetitive manual tasks that delayed the process up to 48 business days were eliminated, communication between the areas that participated in the process was simplified and improved, managing to reduce it to 48 hours, giving rise to better customer response, increased productivity and better experience in all areas involved.
With the pandemic, NADRO opted for digitization to optimize times and the consumer experience, simultaneously unifying work in different commercial departments.
Nadro process sets precedent for extending ServiceNow experience to more areas of organization
Following its experience with the Now Platform, NADRO has started the process of adopting two additional ServiceNow modules: Customer Service Management (CSM) and Risk Management.
CSM focuses on further optimizing customer service, particularly ticket resolution, by connecting various data sources and processes. On the other hand, with the Risk Management solution, the company seeks more efficient management and regulatory compliance, from health permits to audits.
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