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Mabe Customer Success
CUSTOMER SUCCESS STORIES
Company Overview
Mabe is a Mexican company that designs, manufactures, and distributes appliances. Founded in 1946, with presence in over 70 countries and has more than 20,000 employees.
Industry:
Employees:
Location:
Founded:
Manufacturing
20.000
Mexico City, Mexico
1946
Company Overview
• Simplify the work of service technicians.
• Streamline the resolution of support requests.
• Enhance the overall customer experience.
• Streamline the resolution of support requests.
• Enhance the overall customer experience.
Industry:
Manufacturing
Employees:
20.000
Location:
Mexico City, Mexico
Founded:
1946
“From what we have seen so far, ServiceNow is a stable, robust, and easy-to-configure platform.
Mario Marín, Gerente Corporativo de Infraestructura en Tecnología, Mabe
The collaboration between Handcloud and ServiceNow was the key that helped with the implementation of the ITOM Visibility and ITSM processes using ITIL within the single ServiceNow platform. Mabe is now faster and more efficient in its day-to-day activities and offers a much-improved experience to end customers.
The Challenge
• Simplify the work of service technicians.
• Streamline the resolution of support requests.
• Enhance the overall customer experience.
• Streamline the resolution of support requests.
• Enhance the overall customer experience.
The Solution
A platform was implemented to help organize and manage process flows, streamline them, and automate them. Additionally, a mobile service application was developed for field agents. Likewise, an intelligent chatbot was implemented to provide a new communication channel, and the service management process was automated. The implementation of ITSM processes with ITIL practices was also carried out.
The Results
• Increased organizational agility.
• Cost and time efficiency.
• Integration of new technologies into existing digital ecosystems.
• Single platform with greater visibility for service agents and customers.
• Cost and time efficiency.
• Integration of new technologies into existing digital ecosystems.
• Single platform with greater visibility for service agents and customers.
"An important element in ServiceNow’s success at Mabe is how widely and quickly it was accepted by the team. The platform is very intuitive and always available. More importantly, our customers have been highly satisfied with the improved service.
Laura Díaz, Service Desk Manager de Mabe
Mabe Project by the Numbers
80%
80%
94%
80%
Improvement in first-call incident resolution
80%
Reduction in process workflow approval times
94%
Increase in monthly service
Improvement in first-call incident resolution
Reduction in process workflow approval times
Increase in monthly service
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