Mobile working made easy
As a tech specialist, KOMSA helps companies to be efficient, productive, and agile in today’s business environment. The service is used by a wide range of organizations, from SMEs to large corporate groups, DAX-listed companies, and public sector bodies. In its role as an independent technology provider, KOMSA equips its customers with mobile workplaces and assumes full-service responsibility for the devices deployed.
As a further benefit, companies can rent their equipment from KOMSA, instead of buying. This offering—referred to as “Device-as-a-Service”—targets the exact area where companies are currently feeling the pinch. In these times of historically high financing costs, Device-as-a-Service relieves the pressure on corporate budgets, increases efficiency, and conserves IT resources.
Everything from a single source
Under the rental model, companies get everything they require for the mobile workplace from a single source—at a fixed monthly rental cost. Device-as-a-Service is designed as an all-in-one solution for mobile device fleets at companies ranging from small businesses to major corporations and public-sector bodies.
The service encompasses all tasks relating to the management of the mobile IT infrastructure. This includes the procurement and delivery of hardware, financing, setup activities, equipping with suitable accessories, 24-hour replacement service in the event of a fault, protection against loss and theft, and even the subsequent return of devices and certified data deletion. KOMSA ensures that the devices are kept in circulation for as long as possible, saving valuable resources. Through its Device-as-a-Service approach, KOMSA combines the trend toward mobile working with the concept of a circular economy.
KOMSA relies on the ServiceNow platform to roll-out its rental model. The Now platform enables fast onboarding and offers a variety of self-services that reduce the IT effort at companies to an absolute minimum during ongoing operations. It also provides managers with an overview of which devices are currently in use, the status of the individual devices, and much more at the touch of a button. This allows companies to gain full visibility into their mobile IT infrastructure and facilitates optimization decisions.
“We had already kitted out countless companies for mobile working. We therefore knew exactly what we needed to expand our rental model and found the ideal solution in the form of the ServiceNow platform,” says KOMSA Project Manager, Zuzana Matejkova.
Concept to market launch in just five months
The construction of KOMSA’s Device-as-a-Service platform was supported by ServiceNow Elite partner, agineo. “Our requirements were defined by our product management team, with agineo guiding us through the construction,” explains Zuzana.
Starting from the initial concept, it took just five months to launch the ServiceNow-powered Device-as-a-Service platform, which provides a digitized and automated end-to-end customer service solution. Customers can use a self-service portal based on ServiceNow Customer Service Management or connect to KOMSA via a customer API. A bespoke KOMSA customer portal with an intuitive user interface provides a user-friendly point of entry.
Customers can use and manage the agreed services independently. This enables KOMSA to create seamless processes, which relieve the burden on its customers. agineo ensured that the required workflows and connections were set up with specific objectives in mind.
Easy to manage
The system is designed to allow customers to resolve any transaction using self-service features in the portal. They can also send queries to KOMSA customer service agents at any time, providing direct personal contact where necessary.
The Device-as-a-Service package includes management of the devices and contracts in ServiceNow Hardware Asset Management and Contract Management. The platform can also be used to order services such as a replacement if a device fails, is lost, or stolen, as well as device returns and generation changes. The customer service team at KOMSA ensures that these tasks are handled in accordance with the SLA, and devices are dispatched directly from KOMSA’s own logistics department.
Tangible effects
The strengths of ServiceNow include its platform concept and workflow orientation. Different processes on the platform access the same existing data, which allows any process gaps to be closed.
The results speak for themselves. In the first six months alone, the time required to respond to service requests was reduced by 50% and case handling time fell by 30%.
Platform operation and the further development of service products is handled by Zuzana and her five-person team. For this, the team uses ServiceNow IT Service Management, IT Business Management, Strategic Portfolio Management and the Agile Development module. “The demand for our rental model is growing rapidly. We are expanding the service in Germany and are also providing the Device-as-a-Service model in other European countries, such as France, the UK, and Ireland. Without our highly efficient processes, this simply would not be possible.”
Unmatched transparency
“Our customers benefit from an unprecedented level of transparency and have access to all the information they need or want at all times.
“And we can now do our strategic planning in ServiceNow Strategic Portfolio Management. We can visually see the roadmap, track progress against our goals, and share the roadmap with other stakeholders to guide our future with Device-as-a-Service, again providing a level of transparency that our executives love.”