About The Client

The client is a Mumbai-based logistics and supply chain organization operating across custom-bonded operations, warehousing, travel retail logistics, cold warehousing services and Duty-Free retail logistics. With a growing sales team and expanding service portfolio, the company needed a scalable system to manage leads, opportunities, and sales performance more effectively.

Business Challenge

As the business scaled, the sales team faced several operational bottlenecks:

  • Lead management relied heavily on Excel, resulting in data inconsistencies and limited usability

  • No standardized lead assignment process, causing delays and missed follow-ups

  • Lack of visibility into opportunity stages and deal progress

  • Sales managers struggled to track team performance and pipeline health

  • Manual reporting made it difficult to gain timely insights into revenue and sales trends

Our Solution

We conducted a thorough evaluation of the existing ServiceNow environment, workflows, and user role mappings and implemented a uniform test estimation and planning framework tailored for ServiceNow projects.

Challenges Overcome During Implementation

Our engagement scaled from 2 to 21 team members, including QA Engineers, Automation Developers and Solution Architects, successfully leading the Service Now QA transformation journey.

  • ServiceNow Newness

    • ServiceNow was newly adopted, and internal teams were still gaining expertise. Coordination efforts required clear ticketing and follow-ups.
    • Fixes required coordination with ServiceNow’s own support teams, which slowed down progress.

  • Handling Unclear Requirements

    • User stories lacked clarity and feasibility, impacting initial test planning.
    • Team worked closely with client developers and QA to bridge gaps in understanding and clarify ambiguous requirements.

  • Understanding QA Processes

    • Existing QA workflows were fragmented and lacked structured automation.
    • Needed end-to-end process optimization for better traceability and faster cycles.

Strategic QA enhancements

Establishing a mature, transparent QA model across global business units.

  • ATF Enablement
    Developed and maintained Automated Test Framework (ATF) scripts aligned with evolving business use cases.

  • Update Set Management
    Handled deployment of ATF and related artifacts from development to test environments with version control.

  • Regression Strategy
    Built agile-compatible regression suites, categorizing older and upcoming features to manage regression testing effectively across releases, improving release readiness.

  • Access Control Optimization
    Configured advanced Role-Based Access Control (RBAC) to support secure and compliant global QA operations.

  • Custom Dashboards
    Created performance-optimized dashboards and reports for improved visibility into test pipelines and KPIs.

  • Comprehensive Documentation
    Created end-to-end process documentation for each module, covering all critical use cases to ensure full functional coverage.

Business Impact

By replacing spreadsheets with a scalable CRM platform, the organization transformed its sales operations.

  • 30% increase in overall sales revenue within the first few months

  • 25% faster deal closure rate due to improved lead tracking and follow-ups

  • 40% improvement in sales productivity, with reps spending less time on manual updates

  • Complete visibility into the sales pipeline, enabling proactive decision-making

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