Case Studies · platforms

ServiceNow Case Studies

Real client outcomes from Celumai ServiceNow platform engagements - with actual numbers.

4 case studies

ServiceNow AI Agent Cuts IT Ticket Resolution Time 76% for a Hospital Network
ServiceNow Healthcare
76% faster ticket resolution

ServiceNow AI Agent Cuts IT Ticket Resolution Time 76% for a Hospital Network

Regional Hospital Network

An 8-hospital network deployed a ServiceNow AI agent for password resets and access requests, cutting IT ticket resolution time 76%.

76%
Faster ticket resolution
62%
Tickets resolved without human IT staff
<5 min
Average resolution for password and access issues
ServiceNow ITSM to FSM Integration for a Managed IT Services Provider
ServiceNow SaaS & Technology
First-time fix rate 54% → 83%

ServiceNow ITSM to FSM Integration for a Managed IT Services Provider

Managed IT Services Provider

A managed IT services provider with 180 field engineers was running ITSM on ServiceNow and field scheduling on a separate legacy system.…

54%→83%
First-time fix rate
8.4
CSAT (from 6.1)
28%
Job completion time reduction
ServiceNow HR Service Delivery for a 6,000-Person Financial Services Group
ServiceNow BFSI
11 days → 1.8 days resolution time

ServiceNow HR Service Delivery for a 6,000-Person Financial Services Group

Financial Services Group

A financial services group with 6,000 employees across 12 countries had HR services running on email. Employees had no visibility on the…

1.8 days
Resolution time (from 11)
64%
Self-service deflection
40%
HR strategic capacity increase
ServiceNow CSM Implementation for a Global Facilities Management Company
ServiceNow Professional Services
SLA breach rate 34% → 4%

ServiceNow CSM Implementation for a Global Facilities Management Company

Facilities Management Company

A facilities management company managing 2,400 commercial properties had a customer service operation running on email and spreadsheets. SLA breach rate was…

34%→4%
SLA breach rate
7.6
CSAT (from 5.8)
88%
Contract renewal rate

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