With the Go-Live of their latest phase of ServiceNow, Pentagon Federal Credit Union (PenFed) has some excellent reasons to celebrate their potent combo of Facilities and Knowledge Management. Before ServiceNow, PenFed used email to manage all facilities requests via free text email messaging, which they recognized was not well-suited for categorizing and processing large volumes. Contender quickly provided a full service infrastructure so that users can now quickly request services (office moves, order furniture, badge requests) or report facility issues (plumbing, electrical, parking) using PenFed’s new Service Portal with intuitive user friendly nomenclature. Their brand new Knowledge Base provides their work force with facilities policies and accurate floor plans. At the same time, new time efficient workflows are utilized to assign work to the proper groups based on location and type of request/issue.
Contender paired this with the implementation of a structured processes for managing employee badges. Managers can request badges for new employees and existing employees can request support for various badge issues. The result of the automated badge processing is a considerable reduction in the time required by Security staff to manage these requests and addition of the important audit trail that security requires.
Having invested with Contender, PenFed continues to make significant strides towards higher operational efficiency and customer satisfaction. Enjoy the cake!