78 years of history
NADRO is a Mexican company dedicated to the logistics and distribution of pharmaceuticals and personal care products. With more than 78 years of history, 27 clients nationwide, 14 branch offices, and more than 1,500 sales representatives, NADRO chose ServiceNow to reduce customer registration times and minimize operational silos.
Rethinking manual processes
With the pandemic, NADRO started rethinking its manual processes, looking at digitalization to optimize times and consumer experience, simultaneously unifying the work across different business departments. To register a client, sales representatives had to make multiple visits, from closing the deal to carrying documentation back and forth, taking up to 60 days for a file to work properly in the system.
With the objective of reducing manual processes and allowing commercial staff to focus on more relevant activities, NADRO decided to look for a solution that enabled the company to improve end user experience, maximize operational efficiency, horizontally scale features and tools, streamline business processes, and deploy dynamic workflows with a high availability configuration.
Implementation and start-up process
To address the digitalization needs within the company, NADRO started the Check-In project, focusing on time reduction. With the adoption of the Now Platform from ServiceNow, it took the company three months to implement a four-phase protocol (data capture, validation, execution, and system) that would allow it to unify formats, automate processes, and connect the company’s different departments to accelerate tasks and improve decision-making.
For data capture, the aim was to centralize access from digital channels both on the corporate website and in mobile apps and unify communications through the call center. Similarly, sales representatives were given endpoint devices and digital work order templates to attend requests or register new customers in a more flexible and fluid way. In addition, the validation stage was automated from the platform, reducing approval timeouts and decreasing the use of paper.
Throughout the execution and system stages, the different company departments had information visibility with safely stored data to carry out their activities simultaneously instead of doing it in a staggered manner.
“With these four channels that ultimately take you to the same destination, the ServiceNow technology can be completely asynchronous, and it allows us to restart the process at any point, regardless of the interface in which it was originated. Now we have the ease and flexibility to adapt to the needs of our clients. We saw an opportunity to accelerate this process, make it more intuitive, and we have certainly improved it,” says Carlos Flores, Director of Innovation at NADRO.