{"id":494128,"date":"2024-05-31T09:16:56","date_gmt":"2024-05-31T07:16:56","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/husqvarna-meets-customers-in-their-gardens-with-servicenow-fsm\/"},"modified":"2025-04-02T11:43:56","modified_gmt":"2025-04-02T09:43:56","slug":"husqvarna-meets-customers-in-their-gardens-with-servicenow-fsm","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/me\/success-story\/husqvarna-meets-customers-in-their-gardens-with-servicenow-fsm\/","title":{"rendered":"Husqvarna \u2018meets customers in their gardens\u2019 with ServiceNow 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

100% transparency at every stage of customer engagement<\/p>\n<\/div>\n<\/div>\n\n\n\n

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

Improved customer satisfaction score<\/p>\n<\/div>\n<\/div>\n\n\n\n

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

Increased opportunities for identifying service improvements<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

The challenge<\/h2>\n\n\n\n

Husqvarna is one of Sweden\u2019s most trusted businesses and brands with a rich history dating back to 1689. Over three centuries the company has designed and built a diverse range of pioneering products, from rifles and sewing machines to bicycles, motorcycles, and kitchen equipment.<\/p>\n\n\n\n

The Husqvarna Group employs 14,000 people in 40 countries and, as well as the Husqvarna brand itself, includes leading outdoor brands like Flymo, Gardena, and McCulloch, providing the tools and equipment to cater for every requirement in forest, park, and garden management. The Group generates almost \u20ac5 billion in annual revenues through direct sales and its extensive dealer and retail networks.<\/p>\n\n\n\n

When the company launched a new venture offering its market-leading robotic lawnmowers to homeowners as an at-home service basis, it selected Field Service Management (FSM)<\/a> as the core technology platform and engine on which to build the business with its long-term partner to support it – ProCori, part of Devoteam.<\/a><\/p>\n\n\n\n

The solution<\/h2>\n\n\n\n

Launched in 2023 in nine locations in Sweden and eight in Germany, the service puts partners and customers in direct contact and facilitates each aspect of the customer journey without any central coordination or management required by Husqvarna.<\/p>\n\n\n\n

FSM provides a standardised, seamless, frictionless and, most of all, a satisfying experience for customers, partners, and Husqvarna alike. Once a customer has visited the Husqvarna Garden Consultation website and selected the partner in their area, FSM\u2019s comprehensive, streamlined ecosystem and automated workflows take over.<\/p>\n\n\n\n

Customers can schedule an appointment online, at their convenience, while the Husqvarna partner uses a mobile app to receive those appointments, access maps for the most direct route to each one, and make sure they have everything they need for their visits. They can efficiently plan, execute, and manage their activities for each customer, in one place, with the data securely stored and instantly available.<\/p>\n\n\n\n

FSM also enables Husqvarna to follow each step of the engagement, from the first contact between partner and customer all the way to its robotic lawnmowers delivering beautiful, manicured lawns.<\/p>\n\n\n\n

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With Field Service Management we have 100% transparency at every stage. It\u2019s fantastic, we\u2019ve never had that before.<\/p>\n\n\n\n

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Andreas Holm
Program Director, BU Europe, Husqvarna Group<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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The better change<\/h2>\n\n\n\n
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Dashboards are available for partners to review their own Garden Consultation projects and customers, and for Husqvarna managers to assess how the service is being delivered, the scope and scale of activity for financial planning, and to identify opportunities for service improvements<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Better insights into every step of the engagement, from the first contact between partner and customer until the end<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Increased opportunities for identifying service improvements<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Download the full story<\/h2>\n\n\n\n
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Download<\/a><\/div>\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\n\n\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

The snapshot 1 100% transparency at every stage of customer engagement 2 Improved customer satisfaction score 3 Increased opportunities for identifying service improvements The challenge Husqvarna is one of Sweden\u2019s most trusted businesses and brands with a rich history dating back to 1689. Over three centuries the company has designed and built a diverse range […]<\/p>\n","protected":false},"featured_media":494134,"template":"","categories":[2377,2880,2379],"tags":[],"industry":[2385],"class_list":["post-494128","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-business-platforms-me","category-customer-workflows-me","category-servicenow-me","industry-manufacturing-industrial-activities-me"],"acf":[],"cards":"\n\t

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\"Husqvarna<\/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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