How a Heavy Machinery Manufacturer Cut Downtime and Boosted Field Ops
Tyler Drake
Published Date
For a long time, ServiceNow had a reputation as just another IT ticketing platform. You logged in, you submitted a request, and that was about it. But in the last 18 months, that perception has shifted. Big time. ServiceNow is going after real business problems in a real way. And nowhere is that more obvious than in manufacturing.
Let me walk you through a recent client story.
The Problem: Downtime and Disconnected Operations
We were working with a global manufacturer in the heavy machinery space. Their pain points weren’t unique: asset downtime, poor visibility across departments, and field service delays were costing them real money. And their systems? Totally siloed. Plant ops couldn’t communicate easily with dealer support. Field technicians didn’t have the context they needed. Data was everywhere but nowhere useful.
The Solution: One Platform, Real-Time Impact
Here’s what changed.
They adopted ServiceNow as a unified platform to pull together operations across departments, from manufacturing to field service. It started with visibility: ServiceNow’s asset management tools gave them a real-time view into what was working, what wasn’t, and what needed attention.
Preventative maintenance schedules were automated. Notifications were sent out via SMS and mobile app, not email, not spreadsheets. That mattered because most of their workforce was deskless. They needed updates while on the floor or in the field, not back at a terminal.
It wasn’t just about efficiency. It was about saving money. Every minute a robotic system or field-deployed asset was down, they were bleeding revenue. With ServiceNow, they shortened the asset lifecycle and improved uptime across the board.
The Field Service Gamechanger
Let’s talk field service. Most folks don’t even realize ServiceNow is a top player in the Gartner Magic Quadrant for field service management (FSM). But it is, and with good reason.
For this manufacturer, FSM gave them:
- Smart scheduling based on technician availability and skill set
- Real-time asset tracking
- A fully mobile experience for their techs
- Contextual guidance built into the work order
Why AI and Automation Matter Now
2025 is the year of AI. No surprise there. But here’s the thing: ServiceNow is already delivering real AI results, not just buzzwords. This client tapped into predictive maintenance using ServiceNow's AI engine. They weren’t just reacting to problems. They were staying ahead of them.
With Now Assist, work orders were auto-summarized, chatbots actually held conversations (not just auto-replies), and next, they’ll start experimenting with AI agents to run dispatch workflows. No more manually assigning tasks. ServiceNow does it based on real-time data and pre-built rules.
A Platform for the Full Customer Journey
This isn’t just about maintenance and repairs. It's about delivering the kind of customer experience that keeps people coming back. Think Amazon-style service: frictionless, fast, transparent.
With ServiceNow Customer Workflows, this manufacturer gave their clients access to self-service portals, entitlement visibility, support history, and live SLAs. No calls. No tickets. Just answers.
Measurable KPIs? You Bet.
The impact was easy to track:
- First-time fix rates went up
- SLA compliance was visible and accountable
- Customer satisfaction scores improved
- Truck rolls dropped
This wasn’t a “maybe it’s working” situation. It was measurable. And it mattered.
Preparing to Make the Switch
If you're a manufacturing leader stuck with legacy systems, here's my advice: start with why.
Why are you switching platforms? What outcomes do you want? Then work backwards with a partner that knows the space.
Oh, and don’t skip change management. Training is extremely important, but that's just one piece of adoption. True adoption comes from helping people understand the “why” behind the “how.” It’s the difference between checking a box and actually transforming how your business runs.
Looking to optimize your manufacturing processes with ServiceNow?
Book a meeting with our ServiceNow experts today.
