ServiceNow Transforms Logistics and Repair Operations

Repair request management accelerates with a unified logistics platform

ServiceNow transformation for entertainment industry leader achieves 3X improvement in process efficiency

5 min read

Overview

A globally recognized entertainment and experiences company, known for operating large-scale destination attractions and immersive guest experiences, sought to modernize its aging logistics and repair request platform to support growing operational demands. The legacy environment relied on manual processes, lacked seamless enterprise integration and presented scalability and governance challenges that limited operational efficiency.

HCLTech partnered with the client to transform the legacy portal on ServiceNow, creating a unified logistics platform that streamlined repair request management, improved process visibility and strengthened governance. The modernization delivered a 3X improvement in process efficiency, reduced operational effort and established a scalable foundation for future innovation.

The Challenge

The client relied on a custom-built PHP-based logistics and repair request portal that had supported business operations for several years. As operational requirements evolved, the platform became increasingly difficult to maintain, enhance and scale, creating challenges across logistics and support functions.

Key challenges included:

Legacy architecture constraints
The platform was tightly coupled and difficult to enhance, limiting the ability to introduce new capabilities or adapt workflows without significant effort
Manual and fragmented workflows
Repair request handling and related logistics processes relied heavily on manual steps, increasing turnaround times, operational effort and the risk of errors
Limited enterprise integration
The legacy portal lacked seamless integration with incident management and other enterprise systems, resulting in disconnected processes and reduced visibility
Governance and security management complexity
Managing roles, permissions and administrative access within the legacy environment was increasingly challenging, raising governance and compliance concerns

The Solution

HCLTech partnered with the client to modernize the legacy logistics and repair request portal on ServiceNow, delivering a secure, scalable and enterprise-ready platform aligned with long-term transformation goals.

The engagement focused on an end-to-end platform transition, spanning design, migration, integration and deployment:

Custom ServiceNow portal implementation
Built a role‑based logistics support portal enabling users to submit and track device repair requests through an intuitive interface aligned to existing operations
Workflow modernization
Re‑engineered legacy PHP workflows on ServiceNow, preserving business continuity while introducing automation and standardization
Incident management integration
Enabled API‑based integration with enterprise incident systems for seamless ticket creation, assignment and tracking
Data migration and integrity
Migrated historical data using ServiceNow Transform Maps to ensure accuracy, continuity, and reporting readiness
Security and access controls
Implemented granular, role‑based access across frontend and backend systems to strengthen governance
Scalable, modular architecture
Designed modular pages, forms, widgets, and backend tables to support easy enhancement and future expansion
Testing and Go‑Live Support
Supported end‑to‑end testing, UAT and deployment to ensure smooth adoption with minimal disruption

The solution replaced a fragmented legacy environment with a unified ServiceNow logistics platform, establishing a strong foundation for continuous improvement.

Repair request management accelerates with a unified logistics platform

The Impact

Operational efficiency improvement
Automated workflows replaced manual processes, enabling faster turnaround and improved issue resolution across logistics operations
3X improvement in process conversion efficiency
Streamlined workflows and integrated incident management significantly improved end‑to‑end process effectiveness
~60% reduction in operational effort
Structured data migration and automation reduced manual workload and dependency on legacy system support teams
Enhanced data accuracy and audit readiness
Centralized data management and validated transformation ensured reliable reporting and improved governance
Improved user experience and scalability
A modern, role‑based portal improved adoption while the modular ServiceNow architecture enabled future expansion

Beyond the Numbers

Beyond measurable operational gains, the transformation positioned the organization for long-term logistics modernization. The unified platform improved visibility across repair and logistics workflows, strengthened governance and created a scalable environment capable of supporting future business needs.

By replacing a legacy application with a modern enterprise platform, the client gained greater agility, improved operational resilience and a stronger foundation for continuous improvement.

Celebrating Success

This transformation reflects a broader shift toward connected, experience-led operations powered by intelligent workflows and modern enterprise platforms. According to HCLTech's Blueprint to Total Experience research, experience leaders are increasingly leveraging data, AI and cloud technologies to deliver seamless experiences across stakeholder groups, while 67% use GenAI-driven insights to improve decision-making and operational effectiveness.

HCLTech's Blueprint to AI-led Operating Model research further highlights how organizations are adopting product-aligned operating models to drive continuous innovation, improve cross-functional collaboration and increase operational efficiency in increasingly complex business environments.

By modernizing its legacy logistics and repair request platform on ServiceNow, the organization not only improved process efficiency and reduced operational effort but also established a scalable digital foundation that supports greater visibility, stronger governance and future business growth.