{"id":577476,"date":"2025-04-08T13:39:30","date_gmt":"2025-04-08T11:39:30","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/st-maclou-digitalises-installation-service-with-servicenow-platform\/"},"modified":"2025-04-08T13:39:30","modified_gmt":"2025-04-08T11:39:30","slug":"st-maclou-digitalises-installation-service-with-servicenow-platform","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/be\/success-story\/st-maclou-digitalises-installation-service-with-servicenow-platform\/","title":{"rendered":"St Maclou digitalises installation service with ServiceNow CSM & FSM"},"content":{"rendered":"\n
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The snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

10% faster invoicing<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

30% increase in jobs managed in-house<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

1M km reduction in travel distances<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

The challenge<\/h3>\n\n\n\n

Remodelling the home improvements industry<\/h4>\n\n\n\n

The pandemic signalled a change in the way we see our homes. No longer just the sanctuaries to which we retreat for safety and relaxation, the places in which we bring up our families, the spaces in which we entertain, our homes became our workplaces, too. Due to this transformation, it\u2019s not surprising the home improvements market recorded double-digit growth through 2020.<\/p>\n\n\n\n

Four years on, the trend continues to defy the broader market. It is a spending surge that has attracted new players to the industry and forced traditional businesses to rethink their offering and their approach to customer service. Home improvement may be the very essence of bricks-and-mortar, but today\u2019s industry is more digital, more mobile, and more online.<\/p>\n\n\n\n

Digital experiences across all aspects of the business<\/strong><\/h4>\n\n\n\n

St Maclou<\/a>, a leading expert in flooring and installation for over 60 years, is reinventing itself to offer a modern, frictionless customer experience. Present throughout the country with its 139 stores, the brand is fundamentally transforming its organisation to support its customers’ renovation projects.<\/p>\n\n\n\n

The goal? Streamline St Maclou’s logistics and customer processes by providing simplified access to information, shorter construction times, and a clear overview of project progress.<\/p>\n\n\n\n

In practice, finding the balance between stock, installer availability, and coordination with different partners is a challenge that combines agility with complexity. In this complex journey, St Maclou saw an opportunity\u2014to make the whole process more connected and more transparent. <\/p>\n\n\n\n

\u201cOur business has always been a three-party relationship: the customer, the seller, and the installer,\u201d says Guillaume Porquier, Director of Information Systems at St Maclou. \u201cDigitisation can improve our productivity in the broad sense.\u201d<\/p>\n\n\n\n

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\"Quote\"<\/figure>\n\n\n\n

We immediately recognised the importance of the ServiceNow platform approach. The ease at which we can integrate new features will really accelerate our transformation.<\/p>\n\n\n\n

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Guillaume Pourquier
Director of Information Systems, St Maclou<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

The solution<\/h3>\n\n\n\n

Taking a platform approach to transformation<\/strong><\/strong><\/h4>\n\n\n\n

At the heart of the transformed St Maclou is the ServiceNow platform.\u00a0\u201cWe immediately recognised the importance of a platform approach, providing one data model and one architecture,\u201d says Guillaume Pourquier. \u201cOur first priority was to connect our nationwide network of installers, but we always understood that there would be more use cases.\u201d<\/p>\n\n\n\n

With multiple digitisation projects taking place, the Now Platform, he continues, provided the best route to creating a company-wide ecosystem: \u201cThe ease with which we could integrate new features could really accelerate our transformation. Using ServiceNow Integration Hub, we configured a link between our data pool and ServiceNow Customer Service Management within just two hours. This would not have been so straightforward with multiple \u2018pure play\u2019 solutions.\u201d<\/p>\n\n\n\n

With support from<\/strong> ServiceNow partner, Devoteam, St Maclou is piloting ServiceNow Field Service Management (FSM) at eight of its stores in southern France<\/strong>. The Posy app (a combination of the words \u2018pose<\/em>\u2019 and \u2018easy<\/em>\u2019) creates an entirely new approach to coordinating the work of installers while removing paper-based procedures. Installers are now grouped by region rather than individual stores, their location and availability updated in real-time and viewable by sales and operations teams online. Previously, sales teams would have to call each store to check installers\u2019 availability which, in turn, impacted the homemaker\u2019s experience.<\/p>\n\n\n\n

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\"Quote\"<\/figure>\n\n\n\n

First of all, the mobile solution completely matched our needs. The fact that it\u2019s an open solution means it’s potentially suitable for other applications and creates scope for other services beyond installation.<\/p>\n\n\n\n

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Guillaume Pourquier
Director of Information Systems, St Maclou<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

Making all information available to remote teams<\/strong><\/strong><\/strong><\/h4>\n\n\n\n

Every step of the sales process is now digitised on the Now Platform, from customer details to site photos to technical specifications. All information is available instantly to installers wherever they are working, via ServiceNow Now Mobile.<\/p>\n\n\n\n

Guillaume Pourquier says early signs are encouraging. St Maclou\u2019s in-house and partner installers travel an average of nine million kilometres a year; better coordination of installers, and installers having all job details to hand, is expected to cut this by one million kilometres. This allows the company to significantly reduce its carbon footprint and continue to work towards its CSR commitments.<\/p>\n\n\n\n

All installer activity is now tracked in the \u2018Posy\u2019 application with information updated automatically. ServiceNow notifies homemakers of any amendments to contracts in real-time, and information can also be relayed from installers to sales staff in the event of any problems.\u00a0<\/p>\n\n\n\n

Auto-generating a job checklist<\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n

Alongside Posy, St Maclou has developed an application to record all the technical requirements for a particular job. This automatically generates an electronic checklist showing which products and accessories are needed and what tasks need to be carried out, clarifying the work of installers and driving consistency.<\/p>\n\n\n\n

If any preliminary on-site work is needed, such as removing furniture or releveling a floor, the app generates a quote for any additional services that St Maclou can offer. Once the customer has signed the contract, all this information is automatically entered into the system, which then suggests three possible time slots.<\/p>\n\n\n\n

Simplifying the operational burden<\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n

Of course, digitisation is driving new levels of productivity and, in turn, improving processes for employees, but it\u2019s also\u2014more significantly\u2014making home improvements easier and hassle-free for St Maclou\u2019s customers.<\/p>\n\n\n\n

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\"Quote\"<\/figure>\n\n\n\n

The main benefit is that it makes our work so much simpler. Automatically generating an electronic checklist has enabled the company to boost productivity by 10%!<\/p>\n\n\n\n

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Fabrice Duffeau
Director of Services, St Maclou<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

When an installation is completed, the customer signs off the job on the installer\u2019s smartphone. This alerts St Maclou\u2019s invoicing system which automatically bills the customer. The whole process is clear and transparent for the customer and helps avoid any surprises when it comes to budgeting.\u00a0<\/p>\n\n\n\n

\u201cOur invoicing process is also 10% quicker,\u201d adds Guillaume Pourquier. \u201cOur next plan is to model the time involved in each job to streamline the scheduling process.\u201d<\/p>\n\n\n\n

Strengthening profitability and loyalty<\/h4>\n\n\n\n

Guillaume Pourquier admits there was initial hesitancy from some installers about the new approach. There were concerns the real-time tracking would be too intrusive, or a sense that independence was being undermined. Happily, the reality has been different. Installers report fewer wasted trips and recognise that they are better prepared as a result.<\/p>\n\n\n\n

It is also good for business. Optimised planning means the company now assigns 85% of projects to its in-house installers and 15% to partner installers. Before Posy, this ratio was 65:35. This is a more profitable arrangement for St Maclou and creates greater visibility around work quality.<\/p>\n\n\n\n

Thanks to optimised schedule management, St Maclou\u2019s in-house installers gain in efficiency and visibility in the short and medium term, enabling more balanced collaboration with partner installers. In addition, installers can check that everything is in order 15 days before starting a job by referring to the relevant electronic documentation, saving both time and money. Customers can also use the mobile app to get in touch with St Maclou at any time, such as to reschedule a job in the event of an emergency.<\/p>\n\n\n\n

Enabling scale, remaining intimate<\/strong><\/h4>\n\n\n\n

St Maclou is in a hurry to get moving. The plan is to roll out Posy nationwide by the end of 2024. The IT management team has already retrieved large volumes of data during the pilot phase and the idea is for national data to be pooled together, region by region.<\/p>\n\n\n\n

The intention is that Posy, powered by the ServiceNow platform, will become a critical part of every operational decision made at St Maclou. It will act as the critical element in the three-party engagement between homemaker, seller, and installer. In the words of Guillaume Pourquier: \u201cThe ServiceNow platform means we can industrialise our processes while remaining intimate.\u201d<\/p>\n\n\n\n

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The better change<\/h3>\n\n\n\n
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Automatically generating an electronic checklist has enabled the company to boost productivity by 10%<\/p>\n<\/div>\n<\/div>\n\n\n\n

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More balanced collaboration with partner installers<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Full visibility of installer activity for both end-users and St Maclou teams<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Your Success Starts Here<\/strong><\/h2>\n<\/div>\n\n\n\n
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Partner with Devoteam to leverage award-winning tech expertise, agile execution, and a culture of continuous learning.<\/p>\n<\/div>\n\n\n\n

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Get in touch<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

The snapshot 1 10% faster invoicing 2 30% increase in jobs managed in-house 3 1M km reduction in travel distances The challenge Remodelling the home improvements industry The pandemic signalled a change in the way we see our homes. No longer just the sanctuaries to which we retreat for safety and relaxation, the places in […]<\/p>\n","protected":false},"featured_media":570465,"template":"","categories":[2260,1065],"tags":[],"industry":[1709],"class_list":["post-577476","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-customer-workflows-be","category-servicenow","industry-retail-be"],"acf":[],"cards":"\n\t

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\"St<\/a><\/figure>\n\n\t\t\n\t\t
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Success story<\/p>\n\n\t\t\n\t\t

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No longer just the sanctuaries to which we retreat for safety and relaxation, the places in…","_links":{"self":[{"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/success-story\/577476","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/success-story"}],"about":[{"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/types\/success-story"}],"version-history":[{"count":0,"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/success-story\/577476\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/media\/570465"}],"wp:attachment":[{"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/media?parent=577476"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/categories?post=577476"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/tags?post=577476"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/devoteam.info\/be\/wp-json\/wp\/v2\/industry?post=577476"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}