video1.0<iframe src="https://www.loom.com/embed/2e4ae1e9e3c54e95b431344c68d58cca" frameborder="0" width="1340" height="1005" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>10051340Loomhttps://www.loom.com10051340https://cdn.loom.com/sessions/thumbnails/2e4ae1e9e3c54e95b431344c68d58cca-9595d2eef5326212.gif270.953🔹 Context & Background - Company: Maison Éclat (Ultra-premium luxury skincare brand) - Scenario: Maison Éclat recently launched its "Platinum Éclat" tier for high-net-worth clients, offering personalized, bespoke skincare formulations. To manage these requests, the Customer Experience (CX) team must monitor applications, verify VIP status, approve bespoke creation, and dispatch luxury welcome kits. ❌ The Problem Statement Despite the premium nature of the service, the internal process was highly manual and disjointed. The CX team received requests via email, manually checked the client's tier in an external CRM system, and emailed regional managers for approval. Current State Metrics: - Average Processing Time: 4.5 days to process a single bespoke request. - Manual Effort: CX agents spend ~120 hours/month on manual data entry and cross-referencing. - Error Rate: 15% of welcome kits delayed due to misrouted internal emails or missed approvals. ✔️ The Solution & Target KPIs Developed a fully automated, Custom Scoped ServiceNow Application utilizing Workflow Studio and Flow Designer to orchestrate a zero-touch digital pipeline. Target Metrics: - Reduce request processing time from 4.5 days to