ServiceNow CSM Implementation for a Global Facilities Management Company

"We were losing clients because they did not feel looked after. Celumai built us a service management system that lets clients see exactly what is happening with every job at any time. The renewal numbers tell the story."

— Chief Operating Officer, Facilities Management Company

Customer service requests arrived via email to shared inboxes. There was no SLA tracking, no escalation management, and no visibility into outstanding work. The 34% SLA breach rate was discovered only when clients complained or contracts were renewed. Client satisfaction had dropped from 7.2 to 5.8 over 18 months.

We implemented ServiceNow CSM with custom SLA definitions aligned to each client contract, automated case routing based on property type and issue category, and a client portal allowing real-time job status visibility. Mobile app deployment gave field engineers the ability to update cases on-site.

SLA breach rate dropped from 34% to 4% within 90 days. Client satisfaction recovered to 7.6 within 6 months. Contract renewal rate improved from 71% to 88% in the year following go-live.

Is this familiar?

ServiceNow challenges in Professional Services — what we see most often

Businesses in Professional Services running ServiceNow often face the same underlying issues: data quality problems that compound over time, automation configurations that worked at launch but have not kept pace with the business, and adoption gaps that mean the CRM captures only a fraction of what it should.

The challenge is rarely the platform itself. ServiceNow is capable of handling this complexity. The challenge is the implementation — the data model decisions, the integration architecture, and the process design that determine whether the platform works for the business or against it.

Celumai specialises in ServiceNow implementations and rescues for Professional Services businesses. If the issues described in this case study are familiar, the causes and solutions are likely similar.