THE SOLUTION
VOSS aligned technical and commercial requirements
To overcome these challenges, VOSS worked closely with the logistics company to deliver a tailored solution that addressed both the immediate pain points and the long- term business needs. By implementing devolved administration, VOSS introduced a framework of roles and hierarchies, allowing individual regions to self-manage their operations while maintaining overall tenant integrity. This localized control and automation reduced the workload on the partner's L3 team and empowered regional-level helpdesks. Usability was dramatically improved through advanced data validation. The introduction of graphical user interface (GUI) rules and validations, as well as dropdown lists, minimized errors and made service requests more intuitive for service desk agents. Automation was deployed across all major service requests, ensuring an audit trail for compliance while streamlining operations. Performance improvements were achieved through local caching and optimized workflows, tested rigorously to ensure they could handle the scale of 35,000 mailboxes. The solution’s flexibility came from a workflow framework, which allowed it to adapt to the specific needs of each region while still functioning cohesively within the larger tenant. Integration into the ServiceNow ticketing system provided end-to-end workflow automation, which, along with templated profiles, allowed for the fast and accurate handling of service requests covering distribution lists and users, shared and room mailboxes. Extensive collaboration between the customer and VOSS during the trial phase ensured that the technical and commercial requirements were aligned. This built trust, and paved the way for seamless implementation.
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