Multi-Billion Dollar Managed Services Provider

Leaving a Positive Impact

We implemented ServiceNow’s Customer Service Management with Domain Separation to maximize data, process, and UI separation, while optimizing for the customer service experience

Overview

This cloud computing company provides managed services for mainframe, cloud, and hybrid IT. The company employs more than 2,400 people worldwide and is headquartered in the Midwest United States.

The Challenge

This Managed Services Provider needed the ability to track insights, communicate service status, and manage multiple software assets. In addition to improving self service, they needed a way to effectively move from their previous solutions to a single system of record for their clients, services, and operations.

Project Highlights

25%
Reduction service related customer churn
50%
Deflection in customer self-service
20%
Reduction in penalties or compensation credits
10%
Deprecation of homemade solutions

The Solution

We utilized ServiceNow as the one-stop system for managing services and operations allowing us to consolidate software consumption and information into a single point of access. ServiceNow's MSP Domain Separation capability enables them to offer their clients their own domain in a domain-separated instance. Effectively reducing service-related customer churn and penalties while increasing self-service and case resolution.

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