Campass PLC in partnership with CUPIA, a Korean based Non-Profit who specialise in helping developing countries establish digital trade solutions, embarked on a mission to eliminate time consuming and often manual processes from their system support team. The Cameroon based IT Services Company, who offers critical Data and Systems support for Customs and Port Control, faced significant challenges in managing their day-to-day operations. Their existing processes relied heavily on email, phone calls, and Excel spreadsheets, leading to inefficiencies, delays, and a lack of transparency between providers and the users. The unstructured nature of their work made it difficult to track progress, measure performance, and ensure consistent service delivery. Another challenge the team faced was the multi-language support required when working with suppliers and partners across English, French and Korean.
When looking for a Case and Knowledge Management system that could also support their ITSM needs, ServiceNow was selected due its ability to combine all of these requirements on a single platform consumed via SaaS.
Technology Service Provider
Camaroon, Africa
500+ Employees
Getting beyond the tech is critical. In order to understand Campass challenges we actually needed to experience a day in the life of an L1 in their NOC. When we could see the entry points and how work was flowing we were able to combine the right engagement with the technology change and adoption plan to deliver results.
To address these challenges, Quintica implemented ServiceNow Customer Service Management (CSM) and ITSM for Campass. These solutions provided a centralised platform for managing customer requests, incidents, and problems, streamlining operations and improving efficiency.
– Improved Efficiency
– Localised Language Support
– Enhanced Transparency
– Improved Customer Satisfaction
– Data-Driven Decision Making
The implementation of ServiceNow has had a profound impact on the operations of Campass. By transforming their operations, Campass Cameroon has positioned itself as a more modern and efficient service provider, ready to tackle the dynamic need of a rapidly developing African Port and hub for trade across West Africa.
Prior to implementing ServiceNow, we really struggled to manage our prioritisation of active cases and get an understanding of impact and urgency related to the services we were providing. We’re now in a position to shift to proactive service delivery and are able to get to root cause, preventing significant delays in shipping and port penalties.
When Campass went to market, they knew ServiceNow IT Service Management was best-in-class, but by combining it with ServiceNow CSM for customer case management meant that more processes could be centralised onto a single platform, reducing the TCO and ongoing overhead to deliver the service to business.
The success of this project is a testament to the power of partnership and innovation. By leveraging the capabilities of ServiceNow, Quintica were able to deliver a transformative solution for Campass that has had a lasting impact on the organisation.