How Datamatics Boosted Technician Efficiency & Cost Savings for a Marketplace

Europe’s leading sustainability enabler, this company pioneers innovative solutions, services, equipment, and financing for the circular economy. As a leading B2B wholesale platform, they specialize in the redistribution of new and used electronic devices, empowering businesses with sustainable IT services and recycling solutions. By facilitating the buyback of electronic devices from consumers, they are redefining the digital landscape—making refurbished technology more accessible while driving environmental responsibility.

The Challenge: Operational Hurdles

As Europe’s leading sustainability enabler, the client was committed to delivering seamless, efficient, and sustainable IT services. However, managing a vast network of field technicians across multiple locations presented a growing operational challenge. Without a centralized system, task allocation was cumbersome, technician availability was unclear, and service requests often faced delays.

For the Chief Information Officer (CIO), these inefficiencies posed a significant concern. Field technicians struggled with manual task assignments, leading to operational bottlenecks and underutilization. To maintain their leadership in sustainable IT services, the company needed a strong IT consulting partner—one capable of delivering an end-to-end solution using the ServiceNow platform.

The Solution: Optimized Service Operations

Datamatics developed a state-of-the-art Field Service Management solution, leveraging the ServiceNow platform. This intelligent system was designed to streamline task allocation, optimize technician utilization, and provide real-time visibility into field operations.

The solution also includes the “Agent” App, a powerful tool that empowered field technicians with seamless task management and location tracking. By configuring various technician status states, Datamatics enabled dispatchers to instantly identify available resources, ensuring faster response times and improved service delivery.

With real-time location tracking, dispatchers could efficiently deploy the technician, minimizing delays and maximizing productivity. The intuitive workflows and rich graphical interface further simplified operations, enhancing user experience and driving overall efficiency.