A leading data storage provider
Replace existing CSM system
A leading data storage provider
Replace existing CSM system
automated, scalable CSM solution integrating more than 15 applications
streamlined workflows, faster response times
on customers, accounts, cases, and more
Click on each part of the journey to learn more about our client’s transformation.
Looking for the “one way” forward after acquisition-fueled growth.
Albertsons is committed to “one way.” Meaning that, as large as the company becomes, it aims to remain unified in its vision and in the systems and tools that support it.
Acquisition-fueled growth naturally opens the door to “many ways.” By 2019, different divisions and subsidiaries had their own back-office solutions. People, processes, and data were becoming more siloed.
A different kind of company might have assumed that decentralized processes are an acceptable consequence of multiple acquisitions. Or that you can’t be one of the biggest industry players and move with startling speed and agility when it comes to acquisitions. But accepting trade-offs like those is not the Albertsons way.
290,000+ Albertsons employees come together every day in the cloud.
Today, cashiers at 2,200 stores all log their hours via the same mobile app. That data flows seamlessly to payroll, and across the enterprise-- where it’s available for everyone from store managers making data-driven staffing projections to CFOs reviewing budgets.
Back-office staff spend less time on manual processes and more on analyzing data in ways that help lower costs and improve performance every day, and inform due diligence during acquisitions.
HR executives and business managers find it easy to access candidate information, share observations and schedule interviews, quickly and easily moving the right candidates through the hiring process.
And candidates who become new hires, continue through the same efficient, cloud-based environment as they complete onboarding and get to work—already a part of Albertsons’ “one way.”
Making sure the “one way” continues to be the best way.
Long before the go-live date, Albertsons was collaborating with Oracle and KPMG about future initiatives. They wanted to know what to expect from upcoming product releases and how they should be planning to leverage new functionality.
The company’s agile mindset combined with its investment in Oracle Cloud and KPMG Powered Enterprise will keep it in a position to continue evolving, always finding the best way forward as one, strong enterprise.
From the start our goal was to deliver a leading experience not only for the client’s customers, but also for the customer service engineers who interact with them. To accomplish this, we adopted a “One Team” approach to working with the client and our technology partner, ServiceNow. Throughout the engagement, if you walked into our war room you really wouldn’t have been able to tell the difference between a KPMG person, a client, or a ServiceNow person. It was just one big team.
— Mark Bower, Managing Director, Platforms, KPMG LLP
Click on a phase to scroll down to its description.
Starting at phase zero
KPMG had previously advised the client on implementing ServiceNow for back-office IT service management. While ServiceNow is widely recognized for its expertise in this area, its ability to integrate with other technology means that it can also be used to transform many other workflows. The IT project helped convince management that ServiceNow could also be used to transform customer service. Because service and support are so central to the company’s value proposition and reputation, KPMG began by conducting extensive pre-project planning sessions. This “phase zero” activity helped set a clear path for the real work to come. Key issues addressed included:
Building buy-in from engineers and end users
While the client’s chief information officer and customer experience team were strongly committed to transforming CSM, they understood that gaining acceptance from the engineers providing service, and the customers receiving it, would be critical. Despite the lack of ability to scale the existing CSM platform, most internal users were accustomed to it and were justifiably proud of the leading support they consistently delivered. Planning and training sessions helped show them how learning the new ServiceNow system would make their work simpler, more efficient, and scalable to a larger base of customers. At the same time, user experience testing with a trial group of customers was used to gather feedback and prepare the wider user base for the new system’s launch.
Three teams working for a holistic solution
The extensive planning and validation made it clear that upgrading the CSM system to meet the company’s exacting standards would mean much more than just installing new software. To help ensure that training, adoption, and acceptance were achieved smoothly across the organization, KPMG assembled a cross-functional team that combined our experience in three areas:
Together these teams created a program addressing six workstreams: cases; integrations; reporting; knowledge and communities; organizational change management and training; and data/platform security. To save time and maintain flexibility, an Agile methodology was used during the 16-sprint build cycle.
A smooth launch delivers immediate benefits
KPMG conducted extended user acceptance testing (UAT) sessions to confirm that all user feedback was collected and implemented, and that the system met all use cases. After a final round of UAT, the new ServiceNow CSM system was launched in April 2022 to approximately 1,500 customer service professionals and to hundreds of thousands of customers worldwide. Iterative, post go-live releases helped deliver continual improvements. Key benefits included:
KPMG provided enhanced HyperCare support immediately after launch, and the ServiceNow platform quickly gained the trust of the client’s sophisticated user base of engineers.
Beyond customer service with ServiceNow
With the new CSM solution up and running, the client is also turning to KPMG for guidance on implementing other ServiceNow solutions as part of a broader ERP implementation. Because ServiceNow integrates well with other technologies and products, the client is planning to use the platform to enable or support a range of other capabilities. ServiceNow products being used include IT Asset Management, Strategic Portfolio Management, Security Operations, and Governance Risk and Compliance.
KPMG and ServiceNow
KPMG has worked with ServiceNow for more than a decade to help companies build better digital workflows for employees and deliver better services to customers. Our combined service management solutions apply deep functional and technology experience to address strategic business outcomes that help clients achieve real value quickly.