Large data analytics company and the leading provider of credit information and analysis in Australia and New Zealand

Business Issues

• Shared Services digital transformation.
• Legacy, generic Salesforce solution.
• Siloed custom ServiceNow applications.
• Lacking UX and employee engagement.
• Cost and time pressures.
• Needed partner with CSM expertise.

Solution

• Certified, experienced ServiceNow consultants including Master Architect oversight.
• Custom ServiceNow apps back to OOTB.
• CSM rapidly deployed for high value use cases, removing reliance on Salesforce.
• Data migration and instance hardening.
• Worked closely with ServiceNow account team at all stages.

Outcomes

6 WEEKS: Implementation time per CSM use case

25%* Reduction in emails

40%* Reduction in time on phone calls

25%* Faster case handling time

5 / 5 CSAT Score

*projected metric