With 262 supermarkets, PLUS is an important player in the Dutch groceries industry. PLUS is leader in the developments in healthy food and can react to these in a relevant way. This is how PLUS distinguishes itself from other supermarkets, being large enough to make a difference yet small enough to be flexible.

  • The motivation

    Plus wanted to enable the entire organisation to work from one single platform. In addition, PLUS placed great emphasis on the optimisation of processes. Think of processes such as: incident, problem, change, configuration and service level management. The results are efficiency and effectiveness.

  • The challenge

    Replacing the current Service Management tool (Clientele) for the ServiceNow platform. This included the organisation of Service Support. Using the implementation accelerator Impulse4, this project was realised much faster.

  • The result

    More efficient processes and higher user satisfaction due to the set-up of the service catalog, request fulfilment and self services are important results of this implementation.

    PLUS really sees ServiceNow as a platform. After the implementation of ServiceNow, we made use of more ServiceNow options, such as the set-up of Knowledge Management and GRC. In addition, ServiceNow is used for the HR processes.

Curious about the possibilities of replacing your current Service Management tool?