Challenge
The client faced fragmented vendor operations, manual data handling, and disconnected systems across regions. Simultaneously, the ServiceNow Classic mobile app had become obsolete with limited functionalities.
Accelerating vendor onboarding by 38% and reducing ticket volume by 28% for the world’s top pharma company
- App Engine Studio
- Mobile Agent
- ServiceNow CSM
- Vendor Management
- Faster Onboarding
- Quicker Resolution
- 30+ Countries Reached
Transforming supplier experience and driving business efficiency across global operations.
38%
Faster Onboarding
34%
Quicker Inquiry Resolution
28%
Lower Ticket Volume
30+
Countries with Improved Visibility
Why it mattered
These issues caused onboarding delays, poor supplier experience, and high operational overheads, while a lack of real-time visibility and complex cross-functional collaboration hindered efficiency and scalability.
Outcome
InfoBeans implemented a unified Vendor Management Portal using App Engine Studio with ServiceNow CSM, and rebuilt ITSM module features in the new ServiceNow Mobile Agent app. The solution integrated case management, intelligent workload distribution, and seamless data exchange.
Impact
The unified platform accelerated self-service, empowered suppliers with access to invoices and compliance data, and provided a mobile-first experience for service desk agents with offline capabilities and automated push notifications.
This is what happens when vendors are stuck waiting.
This is what happens when vendors are stuck waiting.
Vendor and supplier portals often carry the weight of fragmented systems and manual handoffs across regions, leaving suppliers waiting and teams doing the reconciliation by hand. We focus on unifying that experience into one platform, so onboarding and support work the way they should from day one.
