HR efficiency means better customer care

Loxam rents equipment and plants to operators in construction and public works, industry, landscaping and other services. With a total of 600 branches in over 30 countries, it is the largest rental business in Europe and the fourth largest in the world.

Since its foundation in 1967, Loxam has consistently aimed to be a pioneer. When the business saw the need for an integrated IT service management solution that would provide a unified experience across multiple countries of operation, adopting ServiceNow IT Service Management was a logical decision.

The ITSM portal now provides a single point of access for staff across eight countries, replacing siloed systems and slow service responses. The central support resource is bolstered by incident traceability and effective measurement of KPIs through the Performance Analytics function. The Dynamic Translation capability allows users across multiple countries to communicate easily and receive support in their mother tongue, while the Virtual Agent guides them through the process using natural language.

The result is a platform that can not only manage incidents and employee requests, but also staff onboarding, offboarding and transfers, and IT and other business workflows. Key processes that once took weeks can now be completed in just 72 hours, and Loxam has been able to cut its app redesign budget by 300%.