A global reinsurer reclaims its platform
A leading global reinsurer was trapped on a heavily customized ServiceNow estate that was complex and costly to upgrade, running multiple instances tied to an end-of-life vendor blueprint. The platform was expensive to run, poorly perceived by business and IT, and adoption was sliding.
We delivered a single new global instance in just four months. We consolidated three instances into one, built twelve integrations to legacy systems, and migrated a stagnant CMDB into one automated source of truth. New modules for Incident, Problem, Change, Knowledge, and Request went live, and we moved key partners off the old proprietary platform onto a client-owned one.
Outcomes
- £2m saved over three years
- 5m+ configuration items brought under control
- 10,000+ monthly tickets freed from manual chasing
- A single source of truth, with no vendor lock-in
A global bank transforms its support operations
A global bank was buried under repetitive, manual work, with nearly 40% of tickets tied to access and account issues. Processes were overcomplicated, production support differed across teams, and weak reporting left everyone without visibility.
We rebuilt self-service for common requests like password resets and account changes, and launched a customer portal for tracking and acting on tickets. We automated ticket routing and categorization, added tailored dashboards and reports to protect sensitive data and surface status, and integrated ServiceNow with JIRA to speed resolution.
Outcomes
- Call volumes down by around 30%
- Customer satisfaction up by around 50%
- Resolution time cut by around 25%
- More tickets resolved in a single session
This is a glimpse of the full collection. The complete ebook walks through every engagement in depth, including how we built end-to-end vulnerability management with ServiceNow and Tenable, rebuilt a failing service desk and grew its knowledge base by 870%, turned a regulatory fine into 40% stronger compliance control at a global investment bank, proved that service mapping was achievable after previous attempts had failed, unified fragmented toolsets into a single source of truth, and used RPA and a core-flex model to cut costs by 21%. Each story lays out the full challenge, our approach, and the measurable results.
Download the full ebook to read all eight case studies.
