Customer Success Journey

Flying Tiger Copenhagen: Opening a Thousand Stores with ServiceNow

Reading Time: 5 minutes

Projected savings
650 man days in 2024
1063 man days in 2027

Visibility of activities
enabling the business to proactively address or avoid possible misses or delays

Validity and accuracy
of store master data.

Accelerating Store Expansion with ServiceNow

Flying Tiger Copenhagen, a popular international retailer known for its unique selection of everyday items, has set an ambitious goal to open 1000 new stores by the end of 2028. As part of its growth strategy, the company recognized the need to streamline its store opening process to ensure efficiency, scalability, and visibility. Flying Tiger Copenhagen partnered with Adeno to take advantage of their ServiceNow-platform to digitize and standardize the entire store opening lifecycle, enabling them to meet their expansion goals with greater precision and speed.

The Challenges of Overcoming Silos and Streamlining Processes

Fragmented and Siloed Processes Across Regions

Flying Tiger Copenhagen’s store opening processes were fragmented across different markets and regions, with each area having its own set of procedures. Lack of standardization made it difficult for the company to track progress and coordinate across teams.

Inefficient Communication and Manual Task Management

The company relied heavily on emails and private messages for communication, which resulted in missed information and a lack of transparency. Managing manual tasks took up significant resources and hindered the company’s ability to scale its operations effectively. This also made it difficult to ensure stakeholder alignment throughout the store opening process.

Lack of Visibility and Inability to Backtrack Projects

Flying Tiger Copenhagen lacked visibility into the different phases of store openings and project progress. The absence of a centralized tracking system meant that it was challenging to backtrack on past projects or identify potential delays early. This created roadblocks in meeting planned store opening dates and made it difficult to resolve issues in a timely manner.

Transforming Store Openings with ServiceNow

Flying Tiger Copenhagen turned to ServiceNow to revolutionize its store opening processes. The goal was to digitize and standardize workflows across all regions, creating a unified, efficient system that could scale with the company’s ambitious growth plans. With ServiceNow, the company was able to move away from its fragmented, siloed approach and introduce a seamless, integrated solution that empowered teams and improved overall efficiency by centralizing store opening processes. This ensured that all markets followed the same standardized procedures, which in turn provided clear visibility into the progress of each store opening.

Streamlining with workflow automation

ServiceNow’s automation capabilities played a critical role in streamlining operations. By automating many manual tasks—such as updating project status, notifying stakeholders, and coordinating resources—Flying Tiger Copenhagen was able to reduce the burden on employees and save valuable time. This not only improved resource allocation but also enabled the company to focus more on strategic goals rather than being bogged down by administrative work.

Ensuring data accuracy through integrations

The integration of ServiceNow with other critical systems, such as store master data and SharePoint, ensured that data was accurate, up-to-date, and easily accessible. This eliminated redundant processes and ensured that all departments were working with the same information, creating greater efficiency and reducing errors.

The implementation of the ServiceNow workflow solution has strategically positioned Flying Tiger Copenhagen to achieve our global growth targets.

Anna Tanswell
Delivery Director, Tech & Digital at Flying Tiger Copenhagen

Significant Time and Resource Savings

Flying Tiger Copenhagen’s investment in ServiceNow has already started to yield substantial returns, transforming how the company manages store openings. The digitized workflows have resulted in significant time savings and improved resource efficiency. By automating manual tasks, Flying Tiger Copenhagen has freed up valuable resources, enabling better allocation of talent and ensuring a more streamlined approach to opening new stores.

As Anna Tanswell explains, “The implementation of the ServiceNow workflow solution has strategically positioned Flying Tiger Copenhagen to achieve our global growth targets.” This new approach has allowed the company to establish a stable and scalable store lifecycle management process, offering enhanced collaboration and real-time transparency.

“With this solution,” Tanswell continues, “we are better equipped to open and manage stores efficiently as we expand globally.” The ability to track projects in real-time and backtrack when needed has empowered the company to avoid potential delays, stay on schedule, and ensure precise tracking of store master data.

The impact of this transformation is measurable: Flying Tiger Copenhagen estimates potential savings of 650 man-days in 2024 and 1,063 man-days by 2027. These significant savings highlight the tangible return on investment brought by the ServiceNow solution in terms of both time and resources.

Adeno has proven to be a trusted partner, bringing not only their deep ServiceNow expertise but also a strong level of collaboration and commitment throughout the project.

Anna Tanswell
Delivery Director, Tech & Digital at Flying Tiger Copenhagen

Collaboration in the project

The Store Opening process was implemented through close collaboration between Flying Tiger Copenhagen and Adeno. By deeply integrating with Flying Tiger’s internal teams, Adeno ensured the solution addressed specific challenges while aligning with business goals.

As Anna Tanswell explains, “Adeno has proven to be a trusted partner, bringing not only their deep ServiceNow expertise but also a strong level of collaboration and commitment throughout the project.” This seamless integration allowed Adeno to understand Flying Tiger’s processes and pain points, fostering a tailored, human-centered solution.

“They have integrated seamlessly with our internal teams,” Tanswell continues, “working closely with us to understand our processes, pain points, and needs.” This collaborative approach ensured the solution met current needs while remaining adaptable for the future, enabling Flying Tiger Copenhagen to overcome challenges and achieve their objectives.

Industry:
Retail & Consumer Goods

Location(s):
1000 stores across 30+ countries in Europe, Asia, & North America

Company Size:
7000+ Employees

Revenue:
5bn DKK (2023)

ServiceNow since:
2016

Number of users:
300

Flying Tiger Copenhagen is a Danish retail chain known for its fun, affordable, and quirky range of products. Founded in 1995, it offers home decor, office supplies, toys, and seasonal items, all designed with creativity in mind. The brand is known for its vibrant stores and budget-friendly prices. With locations in over 30 countries, Flying Tiger has become a global favorite for shoppers seeking unique, everyday items.

ServiceNow Products

The solution utilized ServiceNow to optimize store opening workflows, with Strategic Portfolio Management (SPM) at the core. SPM streamlined the store opening lifecycle, standardized processes across regions, and provided the visibility needed to keep projects on track.

ServiceNow Employee Center enhanced communication and task management, offering employees a centralized hub for resources, task tracking, and seamless collaboration.

IntegrationHub connected critical systems like store master data and SharePoint, eliminating manual data entry and ensuring consistent, up-to-date information across the organization.

Together, these tools created a cohesive, data-driven system that improved coordination, efficiency, and scalability, supporting Flying Tiger Copenhagen’s growth plans.

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