--- title: Procurement Case Study | Workflow Automation description: Procurement Case Study | Workflow Automation image: https://www.leonardo.com.au/hubfs/Case%20Study%20Images%205.png --- [![LeonardoUST_CMYK-1](https://www.leonardo.com.au/hubfs/LeonardoUST_CMYK-1.svg "LeonardoUST_CMYK-1")](https://www.leonardo.com.au/) [![Talk to Us](https://no-cache.hubspot.com/cta/default/430417/7eb77b0e-c703-49d8-930c-a6d73a5e986f.png)](https://cta-redirect.hubspot.com/cta/redirect/430417/7eb77b0e-c703-49d8-930c-a6d73a5e986f) ![cross-icon](https://www.leonardo.com.au/hubfs/cross-icon.svg?t=1536031936288 "cross-icon") ![business-design](https://www.leonardo.com.au/hubfs/business-design.svg "business-design") ###### [Business Design](https://www.leonardo.com.au/business-design-consulting-advisory) ![process-automation](https://www.leonardo.com.au/hubfs/process-automation.svg "process-automation") ###### [Process Automation](https://www.leonardo.com.au/process-automation) ![data-integration](https://www.leonardo.com.au/hubfs/data-integration.svg "data-integration") ###### [Integration & API](https://www.leonardo.com.au/integration) ![platform-engineering](https://www.leonardo.com.au/hubfs/platform-engineering.svg "platform-engineering") ###### [Platform Engineering](https://www.leonardo.com.au/platform-engineering) [BUY WITH PACK](https://marketplace.hubspot.com/products/palmspire/growth-series-pack) [BUY THIS PAGE](https://marketplace.hubspot.com/products/palmspire/success-stories-single-growth-series) USE CASE   |    PROCUREMENT ## Procurement Fulfillment ### Workflow Automation with ServiceNow deploying Digital Works to Create Improved End-to-End Customer Experience ### Situation A procurement team general manager had committed to the rest of the organisation that any new contract number request would be fulfilled within 30 minutes. The procurement team had recently gone through a restructure and did not have the FTE to meet this commitment. An assessment was done, and it was determined that process automation could be used to achieve this commitment.  **The Business Unit**  The procurement division had recently gone through a restructuring, significantly reducing the amount of FTE. There were considerable backlogs of requests for multiple processes and were not meeting defined SLA’s.  **The Challenges**  The business unit was unable to provide extended time for a subject matter expert due to demand from across the organisation. The process was not defined to a suitable level for process automation, and requests had a large number of variance and errors due to poorly defined excel templates.  ### Work Performed By Our Team As part of the initial assessment for the current as-is process, it was identified that the excel template that was used for new requests was not suitable. Based on this, we broke the project into two different solution streams to deliver the outcome for the business unit as defined below.  - Create a new workflow in ServiceNow to capture & fulfil requests from individuals across the organisation. - Create a [digital worker t](https://www.leonardo.com.au/robotic-process-automation-consulting-services)o receive the requests from **ServiceNow** and perform the process in **Oracle** to create a new contract number, then update the request in **ServiceNow** which will complete the fulfilment of the request.  The project also defined new business rules that were implemented into request form in **ServiceNow** along with a process flow to ensure efficient fulfilment of requests.  ### Value For Client **The Results**  The project successfully delivered an integrated solution with **ServiceNow** and a digital worker to automate the end-to-end process of new contract number generation. Requests were now automated end-to-end removing the need for a human worker to intervene in the process, significantly improving process efficiency, reporting and customer satisfaction.   The average time for fulfilment of requests was reduced to 10 minutes, well within the 30-minute commitment made by the general manager. Data accuracy and customer satisfaction also significantly increased through the use of ServiceNow and digital workers, replacing Excel and e-mail.  **Summary**  Overall this workflow automation project delivered significant business benefits and significantly increased the internal customer satisfaction for Procurement. The project also highlighted the benefits of using a workflow system in conjunction with digital workers to get a better outcome overall for the organization instead of just automating the as-is process.   ## Want to learn more ? [![CONTACT US](https://no-cache.hubspot.com/cta/default/430417/d759a0f3-1557-432e-91b5-542d7a725b16.png)](https://cta-redirect.hubspot.com/cta/redirect/430417/d759a0f3-1557-432e-91b5-542d7a725b16) ![](https://cdn2.hubspot.net/hubfs/3842749/Icons/003-new-email-outline.svg) E-mail address #### [info@leonardo.com.au](mailTo:info@leonardo.com.au) ![](https://cdn2.hubspot.net/hubfs/3842749/Icons/002-phone-call.svg) Talk to us #### [+61 1800 717 554](tel:+611800717554) ![](https://cdn2.hubspot.net/hubfs/3842749/Icons/001-handshake.svg) #### [Click here to chat](https://www.leonardo.com.au/contact-leonardo-consulting) [![LeonardoUST_CMYK](https://www.leonardo.com.au/hs-fs/hubfs/LeonardoUST_CMYK.png?width=791&name=LeonardoUST_CMYK.png "LeonardoUST_CMYK")](https://www.leonardo.com.au) Leonardo drives continuous process improvement through technology and has worked with many leading enterprises in APAC to enhance the performance of their business processes through architecture and automation as well as integrating their applications, platforms and data to enable disruptive technologies. **What We Do** **Resources** ##### Company 2022 ©Incotrade Australia Pty Ltd trading as Leonardo Consulting  |  All rights reserved   |   ACN 066 273 256. |  [Privacy Statement](https://www.leonardo.com.au/privacy)  [**](http://www.facebook.com/leonardoconsultingAU) [**](https://www.linkedin.com/company/leonardo-consulting/) [**](http://www.twitter.com/leonardoBPM) [**](http://www.youtube.com/leonardoconsulting)