The complexities of managing multiple systems, meeting business demands, and driving digital transformation while maintaining the stability of an existing infrastructure are challenges many organizations facing. When Swiss Federal Railways (Schweizerische Bundesbahnen SBB) approached us to help modernize their customer service management, these challenges were at the forefront of our solution design. We knew that ServiceNow Customer Service Management (CSM) would be the key to creating an integrated, efficient, and scalable system—without the risk of destabilizing their essential operations.
SBB’s Contact Center processes over 2 million customer interactions annually—around 6,000 cases each day. Their existing IT landscape was fragmented, with multiple customer service systems that were not integrated. This lack of integration led to manual consolidation of requests from phone calls, emails, and contact forms, slowing down response times and increasing operational costs.
SBB’s leadership team wanted to modernize and streamline their operations to meet their SBB 2030 Strategy goals: improving defect resolution times, increasing transparency, and embedding customer feedback into service development. However, with legacy systems and complex processes in place, modernization presented significant risks to operational stability—something any IT department can relate to.
As SBB’s trusted technology partner, we had previously worked with them to implement ServiceNow IT Service Management (ITSM) and Enterprise Service Management (ESM). Our deep understanding of their infrastructure allowed us to implement ServiceNow Customer Service Management (CSM) while keeping their existing systems intact and operational.
The new system unified customer interactions from multiple channels into one centralized platform. By using ServiceNow’s Agent Workspace and Advanced Work Assignment (AWA), SBB agents could automatically categorize and assign cases to the correct team, reducing manual work and speeding up case resolutions. This transformation allowed SBB to automate routine tasks without losing control of their legacy systems, ensuring seamless integration across departments.
“Through the close and intensive cooperation and the constant exchange of new ideas and innovative technical possibilities with the ServiceNow platform, we have been able to continuously drive forward the transformation needs for the benefit of passengers and employees.” - Ralph Karl Weber, ServiceNow region leader DACH at DXC Technology
Our solution helped SBB strike the perfect balance between maintaining the integrity of their existing systems and driving operational improvements:
As you know, innovation doesn’t stop with a single implementation—it’s a continuous process. That’s why we worked closely with SBB to ensure that their digital transformation journey didn’t stop at deployment. By using ServiceNow Field Service Management and Dispatcher Workspace, we helped SBB support their Assisted Mobility (AMo) program, ensuring that passengers with reduced mobility could access transport services seamlessly.
This program required complex coordination with over 150 partners, many of them small businesses and non-profits. Our solution integrated all these parties into a single platform, automating data sharing and real-time communications while ensuring stability across the system. This level of innovation, combined with secure and reliable operations, is exactly what you need to keep systems afloat while driving digital transformation.
The impact of our solution at SBB is a testament to how ServiceNow CSM can help achieve goals without compromising on the reliability of existing systems:
“Since the introduction of the standardized end-to-end process, all customer enquiries have been systematically recorded and processed in ServiceNow, which means significant added value for our customers and employees. We are now able to recognize deficiencies in processes across departments and forward them to the responsible department. This means that our customers' problems can be solved much more quickly.” - Johann-Josef Jossen, Head of SBB’s Contact Center
ServiceNow Customer Service Management (CSM) offers the perfect blend of innovation and stability. It allows organizations to automate workflows, streamline case management, and provide proactive support across multiple channels—all while maintaining the reliability of legacy systems. ServiceNow’s real-time visibility into customer data empowers IT leaders to resolve issues faster, improve operational efficiency, and deliver seamless, personalized experiences that drive satisfaction. Its out-of-the-box integrations make it the ideal choice for complex IT environments where system downtime is not an option.
Are you ready to modernize your IT infrastructure without risking stability? Let us guide you through a seamless transformation. Whether you’re looking to streamline processes, integrate legacy systems, or automate operations, we have the expertise to help you succeed.
Contact us today to learn more about how ServiceNow CSM can help you maintain control while driving innovation in your IT organization.
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DXC Technology (NYSE: DXC) helps global companies run their mission-critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services to drive new levels of performance, competitiveness, and customer experience across their IT estates. Learn more about how we deliver excellence for our customers and colleagues beyond our ServiceNow capabilities at DXC.com.
