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One Platform, Every Engineer: Unifying Field Service Across EMEA on ServiceNow
/ introduction
Bringing Field Service Onto One Platform
A leading European workplace technology provider runs field service for a multi-million-device install base through around 20 country operating companies. Each one had its own tooling and dispatch conventions, all sitting on top of a shared legacy CRM. Konversational is the ServiceNow architecture partner on the company’s transformation programme, which brings customer service, IT service, field service and order management onto one platform.
/ Company
/ service
/ industry
IT Services and IT Consulting
/ location
EMEA
/ people
10,000+ people
/ product
CSM and CSM Workspace, ITSM, CMDB and CSDM, Request and Catalogue Management, Knowledge Management, Field Service Management, Virtual Agent, Now Assist and AI Agents, Customer Portal, Flow Designer, Order Management
Project at a glance
- Consolidating field service, customer service, IT service and order management for around 20 operating companies onto a single ServiceNow platform.
- Replacing legacy CRM-driven field activity workflow with ServiceNow-native work orders, automated dispatch and one customer data model.
- Phased delivery: FSM standalone is live in the first market, and the full platform is being built in a lead region as the template for wider rollout.
- The solution spans CSM, ITSM, CMDB/CSDM, Field Service Management, Virtual Agent, Now Assist and Order Management, integrated with the client’s legacy CRM, ERP and data platform.
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platform replacing tooling across ~20 operating companies
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closure standard for engineers, dispatchers and contractors
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re-keying from field to billing
/ challenge
A Multi-Million-Device Estate Run 20 Different Ways
Every operating company had grown its own way of running field service on a shared legacy CRM, with its own tooling, reports and dispatch conventions. That left no single customer view and no shared data foundation, and dispatch was decided manually instead of through a consistent process. For a business managing a multi-million-device estate, that model doesn’t scale. The client needed one platform where an issue moves from case to work order to engineer to closure on one data model, with dispatch automated by design.
/ solution
One Data Model, from Case to Closure
Konversational started with the data and integration layer that everything else depends on. Service and configuration item data now drives routing, assignment and fulfilment directly, and CMDB and CSDM gave the client a governed foundation in place of module-by-module record-keeping. That foundation was integrated with the client’s CRM, ERP and data platform as reusable patterns, not one-off scripts.
On top of that, ITSM and process automation gave the client’s teams a consistent way of working across Incident, Problem and Change Management. Flow Designer automated fulfilment, so the same issue is handled the same way whichever operating company raised it.
For customers, the platform was built around self-service. CSM, CSM Workspace and the customer portal give customers direct visibility and control over their own cases and requests. Virtual Agent is built into that journey with live-agent hand-off, and Now Assist and AI Agent capabilities extend it further, working alongside the client’s teams rather than replacing them.
The result is one connected FSM solution:
- Work orders originate from cases, incidents, the portal and installation orders.
- Scheduling and dispatch run on ServiceNow data instead of the legacy CRM.
- Every engineer, dispatcher and contractor works from the same backlog and closure standard.
/ results
Proven in One Market, Rolling Out Across EMEA
The programme is being delivered in phases. FSM standalone is live in the first market, with the legacy CRM remaining the system of record, and the full platform is being built out in a lead region ahead of wider rollout.
Dispatch has moved from manual, market-by-market judgement calls to a structured backlog with automatic assignment and nightly optimisation. Closure quality is enforced at the point of work: mandatory meter readings, safety checks and summary documentation feed billing without re-keying. Parts sit where the engineer is, with van and locker stock managed from the mobile app. Contractors work the same backlog and closure standard as the client’s own engineers. The first market has proven the FSM blueprint, and it is now rolling out across EMEA.
