Case Studies · platforms

ServiceNow Case Studies

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

3 case studies

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
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

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