A working Smart Collect® solution in weeks, not quarters.
Smart Collect® is a ServiceNow application — so implementation isn't a vendor-onboarding programme. It's a tight, structured roll-out of the application into your platform and the form factors onto your sites. A single site can go live in 7-8 weeks; most deployments land in 12-16 weeks; larger multi-site rollouts complete in 6 months or less.
App configuration, hardware delivery, white-glove installation.
A Smart Collect® implementation runs three workstreams together, each with its own owner on the Velocity side. The methodology is systemised, the project tracker is shared with you on Monday.com, and the Velocity Smart Resource Hub gives your team everything they need — from architecture documents to locker branding templates — to make their part of the delivery as smooth as ours.
App configuration.
Smart Collect® is installed as a ServiceNow application from the ServiceNow Store and configured to your specific RBAC, workflows, CMDB and incident model. Two configuration paths are available — preferred (we configure in your dev environment) or alternative (you configure with us guiding over screen share).
Hardware delivery.
Form factors — lockers, vending machines, kiosks — are built to Velocity's specifications by our global manufacturer network across the US, UK, Italy, Spain and Estonia. Per-country sourcing helps manage tariff exposure and shortens delivery distance to your sites.
White-glove installation.
Installation is performed by Velocity's network of global logistics partners — specialist firms experienced in deploying enterprise IT hardware across multiple geographies — or by your own MSP or facilities team where that fits your operating model. Every site involves a site survey to confirm placement, access route, and the logistics of getting the form factor where it needs to go.
Six key phases inside Velocity's eight-stage methodology.
Velocity's eight-stage delivery methodology has been refined over more than three years of customer deployments and is systemised inside our Monday.com project delivery platform. The six key phases below are what the customer experiences — the rest of the methodology is the operational discipline behind the scenes that keeps it running cleanly.
3-4 workshops to map use cases, form factors, sites and integration points.
Smart Collect® application configured to your platform and tested.
Form factors built to Velocity specs by global manufacturer network.
Site survey, white-glove install by Velocity's logistics partners or your team.
Production app tested against onsite devices — prove it's fully working.
Go-live; additional sites added at your pace through the same flow.
3-4 workshops, two configuration paths.
Implementation starts with a sequence of 3-4 workshops — typically 60-90 minutes each — that capture use cases, form factor mix, site list, ServiceNow configuration baseline, and operational constraints. The output is a deployment design document, a phasing plan, and a confirmed configuration approach.
App configuration runs 3-5 weeks for most customers. It can take longer where the customer operates in a heavily regulated environment (pharma, defence) or has extensive internal security and design sign-off requirements. Two configuration paths are available — and the preferred path is materially faster and cheaper for the customer.
You grant Velocity time-bounded access to one of your ServiceNow dev environments. We install the app, configure it against your design, and hand it back. You test, validate, and promote to production through your standard release process. Faster and cheaper.
Your team performs the install and configuration with a Velocity engineer guiding via screen share. Useful where your security policy doesn't permit external dev access. Takes longer; both teams need calendar time scheduled together.
- Use cases in scope (new starter kit-out, break-fix, peripheral fulfilment, loan & returns, sector-specific)
- Form factor mix per site (lockers, vending, kiosks)
- Site list with priority sequencing
- ServiceNow platform version and tenancy structure
- Existing CMDB asset model and integration points
- RBAC, identity and approval workflow model
- Configuration path choice (preferred or alternative)
- Reporting requirements (operational and regulatory)
- Success criteria and KPIs for production go-live
Built to spec globally. Installed locally.
Smart Collect® form factors are built to Velocity's specifications by our global manufacturer network — production sites across the US, UK, Italy, Spain and Estonia. Per-country sourcing isn't accidental; it shortens shipping distance to your sites, helps manage tariff exposure for your specific deployment geography, and gives Velocity supply-chain resilience. Functionality is identical regardless of which manufacturer builds the unit.
Installation is delivered as a white-glove service by Velocity's network of global logistics partners — specialist firms experienced in deploying enterprise IT hardware across multiple geographies — or by your own MSP or facilities team where that fits your operating model. Every site starts with a site survey: confirming placement, access route, power and network, and the logistics of getting the form factor physically where it needs to be (which matters more than people expect for upper floors and constrained loading bays).
- Physical location and footprint requirements
- Access route from loading bay to install point
- Power and network connectivity at the install location
- Accessibility for end users (height, lighting, signage)
- Wayfinding and end-user communications plan
- Stock-loading process for initial commissioning
- Local IT contact and escalation path
- Facilities sign-off (where required by site policy)
Prove the production app works with real devices. Then go.
Most Velocity customers don't need a separate pilot phase. By the time hardware is installed and the production app is configured, the right validation step is to run the production app against your live form factors and prove the end-to-end workflow — request, authorisation, collection, closure — operates as designed. That's typically a 1-2 week production-testing window with your operations team, not a months-long pilot programme.
If you want to run a formal pilot — single-site live for 4-6 weeks, lessons-learned capture, then rollout — we'll do that. Some customers' governance requires it, and that's fine. But it's an option, not a default. Once the production app is validated, additional sites get added to the live deployment at your pace, through the same six-phase flow that the first site went through.
- End-user workflow (ticket → notification → collection → closure)
- Service-desk runbook for issue handling
- Stock-management process (especially for vending consumables)
- Reporting and analytics feeding into platform dashboards
- Integration with existing IT operations and incident response
- Audit-chain completeness across the full transaction
- End-user adoption signals
- Operational ownership handover to Velocity Support and your IT team
Velocity, you, and your installation partner.
Implementation is a collaboration. Velocity owns the application, the hardware, and the project management discipline. You own the platform, the sites, and the operational change. An installation partner — drawn from Velocity's network of global logistics partners, your own MSP, or your in-house facilities team — typically owns the physical installation logistics.
| Activity | Velocity | You | Partner |
|---|---|---|---|
| Project management & Monday.com tracker | V | C | — |
| Smart Collect® application install & configuration | V | C | — |
| ServiceNow platform access & environment provisioning | — | C | — |
| RBAC, CMDB and workflow integration design | V | C | — |
| Hardware manufacture & pre-configuration (global network) | V | — | — |
| Site selection & prioritisation | — | C | P |
| Site surveys and white-glove installation | V | — | P |
| Network connection and IT access for devices | — | C | — |
| Service-desk runbook updates and team training | V | C | P |
| End-user communications and adoption | — | C | P |
| Production testing and validation | V | C | — |
| Handover to Velocity Support & Customer Success | V | — | — |
From contract to live, single site to full estate.
Three indicative timeline bands based on real Velocity deployments. The fastest we've gone from contract to a live single site is 7-8 weeks; most single-site deployments land in 12-16 weeks; larger multi-site rollouts complete in 6 months or less. We don't carry deployments that drag past those bands without something material having changed in the scope.
Customer with platform readiness, clear use cases, and an existing ServiceNow dev environment to use the preferred configuration path. The minimum credible timeline for a single site, end to end.
Most single-site deployments. Allows for the configuration to be paced sensibly through 3-4 discovery workshops and for hardware lead times. Should never need to take longer than this for a single site.
Multi-site enterprise deployment across regions or business units. Phased rollout with the production app proven first, then sites added in waves. Rarely needs to take longer; if it does, something material in scope has changed.
Familiar to your people from day one. ROI from the first ticket.
Most enterprise tech rollouts have a hidden second cost beyond the implementation itself — the training programme, the change-management push, the weeks or months of adoption work to convince employees to use the new tool. Smart Collect® doesn't come with that cost. Your people already know ServiceNow. They live in the Service Portal every day. Smart Collect® shows up as new request types in the same portal they're already trained on, with the same identity, the same approvals, and the same notifications they already follow.
No new app to learn.
End users open the ServiceNow Service Portal they already use every day. Smart Collect® requests appear alongside the IT tickets they already file. No new credentials, no new URL, no new mental model — just additional things they can request and collect.
No new service-desk runbook.
Your IT support team's existing incident, request and asset-management processes don't change. Smart Collect® events flow into the same ITSM workflows, the same dashboards, the same reporting they already run their week on.
Value compounds from week one.
Walked-to-IT-support hours, queue time, kit-swap delays — these drop the day your first device goes live, not after a training rollout completes. Adoption isn't a project running in parallel with delivery. It's the side effect of using the portal that's already on every desktop.
The ROI calculator sizes the operational savings against your employee count, your device mix, and your operational geography. Output ranges from week-one impact through three-year cumulative savings versus investment.
Project delivery centre, global manufacture network.
Velocity Smart Labs — based in Sofia — is where the project delivery discipline lives. The engineering leadership team, the customer-project management function, the configuration engineers, and the support escalation team all operate from here. Hardware itself is manufactured by Velocity's global production network, built to specification, deployed to your sites by our logistics partners.
Project management for every Velocity deployment. Engineering leadership. Customer-project delivery. R&D and product roadmap. Configuration engineering. Support escalation. Customer Success co-ordination.
Form factors built to Velocity specifications across our global production network — US, UK, Italy, Spain, Estonia. Per-country sourcing reduces shipping distance and helps manage tariff exposure for your specific deployment geography.
Two ways to validate Smart Collect® before scale.
Most customers move from discovery workshops directly to production deployment — the discovery process itself does the work of validating the use case, the workflows, and the operating model. For governance-led organisations, or where the business case rests on assumptions that benefit from real-world data, two validation paths are available alongside the standard implementation flow.
We install Smart Collect® into your ServiceNow dev or test environment and connect it to a Velocity R&D locker hosted in our lab. Your team builds and tests the workflows end-to-end against a live device — without any hardware in your sites. Typically deployed within a week; validation runs 1-2 weeks. Suited to environments where the question is "do our workflows fit Smart Collect®" rather than "do our users adopt the hardware".
A single site deployed under standard implementation commercials, with the live service and application fees deferred until programme conclusion. You run the production solution for up to three months against a real user population. If at programme end the solution has not delivered the operational outcomes modelled in your business case, we refund the implementation cost and remove the device. We've never had to.
The track record across all validation programmes: every customer has chosen to move into full deployment. No refund has ever been requested. No device has ever been returned.
High NPS, faster fulfilment, fewer lost assets.
across Velocity customers
After implementation — Support and the OpEx option.
What ongoing service looks like once you're live — Gold, Silver and Bronze tiers, with SLAs, service credits and the Velocity Global Support Package.
See Support ServicesHardware, service and refresh wrapped into a single monthly OpEx line. The procurement-friendly path for distributed deployments.
See LeasingWhy implementation doesn't trigger a fresh vendor security review — Smart Collect® is a ServiceNow application, not an integration.
Read the architectureBook an implementation scoping workshop.
60 minutes with a Velocity ServiceNow architect and a customer success lead. We map your platform, your sites, your use cases, and your preferred configuration path — and walk out with a phased deployment plan calibrated to your environment, on a real timeline.