As a global pioneer in energy-efficient engineering solutions, Danfoss is renowned for its commitment to innovation and sustainability. With operations in numerous countries and a broad customer base across heating, cooling, and power sectors, Danfoss relies heavily on efficient IT service management (ITSM).
Key Challenges
Despite implementing ServiceNow ITSM, Client encountered key limitations:
The business sought to align ITSM performance with its standards of operational excellence and sustainability.
Inadequate KPI monitoring and reporting
Complex user interface reducing productivity
Low staff proficiency in utilizing platform capabilities
Inefficiencies in IT support and customer service responsiveness
Key components delivered
With a long-standing partnership in place, Client turned to our team for a refined and user-centered approach to ServiceNow ITSM optimization.
- UI/UX consultancy and redesign
- • Simplified interface layouts to reduce user friction.
- • Role-based customization for improved task management.
- • Enhanced navigation for faster access to critical functions.
- Customized dashboards for KPI visibility
- • Real-time data visualization for key performance metrics.
- • Easy-to-read charts and widgets tailored to departmental goals.
- • Automated alerts for underperformance or threshold breaches.
- Targeted staff training programs
- • Role-specific training modules.
- • On-demand learning materials and support documentation.
- • Hands-on workshops to accelerate platform fluency.
Business results
The strategic improvements yielded measurable results across several performance indicators:
30% reduction in customer query resolution time
Faster access to service tools and improved workflow efficiency enabled quicker support delivery.
50% increase in KPI compliance
Custom dashboards gave teams better visibility into goals, boosting accountability and execution.
70% improvement in staff proficiency
With simplified interfaces and tailored training, users quickly became more confident and effective on the platform.
Higher customer satisfaction
The combined effect of faster resolution and consistent service quality elevated customer perceptions and satisfaction.
