Bertel O. Steen adopting ITSM to gain full control

The challenge

Modernizing service processes for greater efficiency

Bertel O. Steen, one of Norway’s largest car importers and retailers, needed to modernize its IT and service processes to better support its business operations and customer service. With a wide range of services and multiple brands, the company faced challenges in managing workflows efficiently and maintaining transparency across departments.

Every year, Bertel O. Steen sells more than 70,000 new and used cars across brands including Mercedes-Benz, Opel, Kia, Citroën, and Peugeot. With thousands of vehicles on the move nationwide, keeping full visibility of each car throughout the delivery process had become increasingly complex.

Collaboration with The Cloud People

Bertel O. Steen partnered with The Cloud People to implement ServiceNow as the backbone for their digital transformation journey. The project focused on creating scalable IT service management processes that could be expanded to other areas of the business.

Implementing ITSM and beyond

The first step was implementing ITSM on ServiceNow to standardize processes and establish a strong foundation. Subsequent phases included expanding usage across departments, integrating key systems, and building workflows tailored to the needs of employees and customers.

Improved visibility and efficiency

Dashboards, reporting, and automation capabilities improved transparency and efficiency across the organization. The new platform also provided better control of assets, improved SLA management, and faster resolution of cases.

The outcome

Moving toward a common vision

With ServiceNow, Bertel O. Steen gained full control and visibility over internal processes, significantly improving both efficiency and customer experience.

Over 100,000 inquiries now managed efficiently in one system.
Faster response times and reduced manual work.
Improved quality and transparency across departments.
Higher satisfaction, both internally and among partners.

The collaboration with The Cloud People has helped transform how Bertel O. Steen manages service and logistics operations — ensuring that every car and customer interaction is handled quickly, accurately, and with consistent quality.