ServiceNow is the problem solver’s platform for solving problems.
We provide…
STS delivers ServiceNow architecture, design, implementation, and sustainment services, leveraging a team of cleared experts and engagement managers focusing on process optimization and platform integrations.
Large team of certified ServiceNow professionals with deep expertise across multiple product lines (ITSM, ITOM, CMDB, SPM, CSM, FSM, GRC, and others).
Consistently receive high customer satisfaction scores (CSAT) from completed ServiceNow projects, underlining dedication to service excellence
Proven track record of delivering measurable business outcomes using the ServiceNow platform
ITSM, ITAM, ITOM, CSM, FSM, SPM, GRC, HRSD, SecOps, & CAD
of our ServiceNow team served in the US military
Hardware Asset Management (HAM)
Software Asset Management (SAM)
Governance Risk and Compliance (GRC)
Customer Service Management (CSM)
IT Service Management (ITSM)
Software Asset Management (SAM)
Strategic Portfolio Management (SPM)
Governance Risk and Compliance (GRC)
IT Service Management (ITSM)
Strategic Portfolio Management (SPM)
Customer Service Management (CSM)
Field Service Management (FSM)
Multi-tenant instance governance
Customer Service Management (CSM)
Customer Service Management (CSM)
Enterprise Asset Management (EAM)
Soldier Equipping and Asset Management (SEAM)
Customer Service Management (CSM)
Field Service Management (FSM)
maintenance.army.mil
Strategic Portfolio Management (SPM)
Application Portfolio Management (APM)
Technology Business Management (TBM)
SOFtact Solutions, powered by the ServiceNow platform, worked with the U.S. Army to transform their legacy paper-based ticketing system into a modern, accessible, digital solution for Army maintenance requests world-wide
An antiquated 15+ year-old SAP system and paper-based work order management processes – for 1M+ work orders annually – lead to inefficiencies and failures in two key areas:
1. Work Request Visibility – Army Leadership had limited visibility into the housing-related maintenance requests of Soldiers and Families, resulting in a lack of accountability for timely and comprehensive repairs.
2. Efficient Repairs – Paper-based work order distribution to technicians resulted in significant time and fuel losses due to unnecessary trips to and from the maintenance shops.
Digital transformation was essential to improving maintenance efficiency,
Soldier well-being, and mission readiness.
Before the Army Maintenance Application (ArMA), work requests were manually distributed and documented, and work execution relied on paper-based processes. To address this, ServiceNow Customer Service Management (CSM), Field Service Management (FSM), and Enterprise Asset Management (EAM) were implemented as key, enabling applications.
Our implementation team, consisting of both retired Army officers and skilled ServiceNow practioners, deployed ArMA to fully operating capability in less that 120 days, with initial operating capability achieved in only 68 working days! This extremely aggressive timeline was only possible through the combination of both Army and ServiceNow talent, expertise, and experience.
ArMA has revolutionized global Army maintenance operations by providing a consumer-grade customer service experience for Soldiers, Families, civilians, and contractors seeking maintenance assistance. ArMA ensures a completely paperless work order management process, utilizing photos and videos from both customers and field service technicians, to precisely capture before and after conditions of a particular repair.
In the first full year, at the firsts two FSM-enabled Army installations, there was a 13.5% increase in completed maintenance repairs as compared to the previous 12 months without FSM.
Using ServiceNow Value Realization calculations, the efficiency gains through increased performance, by using FSM at these two installations alone, conservatively, equates to $2.9M in value for the government and those living and working on these Army installations.
Customer submitted photos allow technicians to better prepare for repairs before leaving shops and reducing multiple trips, saving…
8,250 HOURS/YEAR
Elimination of manual data entry for technician time, saving…
9 HOURS/DAY
Automated/drag-and-drop work assignments, saving…
4 HOURS/DAY
150 iPhones totaling $50K verses $5,500
per technician radio totaling $825K savings…
$775k AT LIFECYCLE REPLACEMENT