Large data analytics company and the leading provider of credit information and analysis in Australia and New Zealand
- 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.
- 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.
6 WEEKS: Implementation time per CSM use case
25%* Reduction in emails
40%* Reduction in time on phone calls
25%* Faster case handling time
25 / 5 CSAT Score