Customer Stories

  • Customer experience: A woman sits at a table in a vacant cafe working on a laptop.
    Customer Stories
    Delivering a seamless customer experience through innovation
    September 29, 2021 To deliver a great customer experience, put yourself in your customers’ shoes and learn their pain points. That can lead to consistently high-level services.
  • Order management: A man with headphones sits at a computer in an office.
    Customer Stories
    Streamlining order management in telecommunications
    September 23, 2021 Deutsche Telekom aims to be the best B2B telecom company in the world. For that to happen, order management must be at heart of its business operations.
  • Improving service management: Three employees converse while looking at a tablet.
    Customer Stories
    How improving service management can transform the customer experience
    September 22, 2021 Good service management and customer experience go hand in hand and can be the difference between customer success and customer complaints.
  • Healthcare employee experience: 3 healthcare workers look at a tablet screen.
    Customer Stories
    How healthcare company Roche innovated the employee experience
    September 13, 2021 Learn how healthcare company Roche found more agile, human-centric ways to improve collaboration and, ultimately, the patient and employee experience.
  • Employee experience: 5 employees stand chatting in an office.
    Customer Stories
    The employee experience should focus on people, not technology
    August 19, 2021 Telecom provider Telia Company reinvented its employee experience with a one-stop shop where staff can find everything they need to support their roles.
  • Data security: A woman does something on her smartphone in a public place.
    Customer Stories
    How Sportsbet enhanced data security with automation
    August 16, 2021 One thing Australian betting company Sportsbet isn’t willing to take a gamble on is customer security. Find out how automation improved visibility.
  • Boosting employee productivity: 3 employees in an open office
    Customer Stories
    Boosting employee productivity on a conglomerate scale
    August 09, 2021 Empowering employee productivity and efficiency has a big impact on the customer experience and, ultimately, business. Find out how.
  • Employee experience: Employees at work
    Customer Stories
    How NZTE streamlined employee experience and boosted satisfaction 53%
    August 02, 2021 Find out how government-owned NZTE put people at the center of the employee experience and tailored it for different scenarios to increase satisfaction.
  • Employee engagement
    Customer Stories
    How NEC improved employee engagement during COVID-19
    July 28, 2021 NEC’s secret of helping employees flourish at scale is an agile approach combined with a people-first mindset when it comes to employee engagement.
  • Digital workflows help keep airport access secure.
    Customer Stories
    How digital workflows ensure secure access at Copenhagen Airport
    July 26, 2021 Copenhagen Airport streamlined the ID card approval process with ServiceNow IT Service Management (ITSM) digital workflows to ensure secure airport access.
  • Building a safe workplace for healthcare workers amid a crisis
    Customer Stories
    Building a safe workplace for healthcare workers amid a crisis
    July 21, 2021 A large healthcare organization wanted to give its employees a safe workplace with technology to better serve their communities. Learn how ServiceNow helped.
  • Citizen experience: Two businessmen discuss something on a tablet with city skyscrapers in the background.
    Customer Stories
    Transforming the citizen experience in city government
    July 09, 2021 Learn how a city government improved the citizen experience to provide secure, anytime, anywhere access to services for its 93,000 constituents.
  • Accelerating business value and digital transformation with data
    Customer Stories
    Using data to accelerate time to business value
    June 29, 2021 It’s become more important to see business value from your digital investments and to achieve the transformation your business needs effectively and quickly.
  • A service provider
    Customer Stories
    How service provider Infosys delivers speed, efficiency
    June 23, 2021 More global companies are turning to a managed service provider to drive agility, innovation, and excellence. Learn how ServiceNow helps Infosys deliver speed.
  • An inside look at Scandinavian Airlines System's (SAS) cybersecurity journey on its push to be digital-first
    Customer Stories
    A cybersecurity journey: An airline’s push to be digital-first
    June 08, 2021 Scandinavian Airlines System (SAS) wants to be a digital-first airline, which means cybersecurity must be foundational. Find out how the airline stays safe.
  • Project portfolio management
    Customer Stories
    Project Portfolio Management: Creating project management excellence
    June 01, 2021 T-Systems built a new project management platform on Project Portfolio Management (PPM) within ServiceNow IT Business Management. Learn the benefits.
  • How to drive customer service innovation
    Customer Stories
    Covea Insurance drives customer service innovation with ServiceNow
    April 29, 2021 In the insurance sector, being able to provide great customer service is vital to success. Learn what's imperative to customer service innovation.
  • Confessions of an IT service desk staffer
    Customer Stories
    Confessions of an IT service desk staffer
    April 02, 2021 Learn how a university in search of friendly IT support looked to ServiceNow to create a new IT service desk.
  • Improving lives through digital transformation
    Customer Stories
    Digital transformation is all about people
    March 30, 2021 ServiceNow technology has delivered digital transformation that’s resulted in business and commercial benefits for energy supplier Uniper and its people.
  • 4 lessons learned from digital transformation in the telecom industry - ServiceNow Blog
    Customer Stories
    4 lessons from the telecom industry
    March 19, 2021 The telecom industry has been changing rapidly. BT partnered with ServiceNow to disrupt the market. Find out four lessons learned in the process.
  • EPA Victoria transforms from ITSM to enterprise service management - ServiceNow Blog
    Customer Stories
    From ITSM to enterprise service management
    March 16, 2021 EPA Victoria started rolling out ServiceNow as an ITSM tool but always had the intent that it would be an enterprise service management tool.
  • Belonging groups reimagine the candidate experience at ServiceNow. People with Disabilities at Now is focused on our foundation by building more awareness and getting more engagement.
    Customer Stories
    How a chatbot taught us never to settle for complex technology
    March 05, 2021 But it’s what we faced in spring 2020, when my team launched a customer service chatbot for the AA, a British motoring association
  • Belonging groups reimagine the candidate experience at ServiceNow. People with Disabilities at Now is focused on our foundation by building more awareness and getting more engagement.
    Customer Stories
    DNB and Vendor Risk Management: Reducing risk across a network of partnerships
    February 25, 2021 DNB is Norway's largest financial services group and one of the largest in Scandanavia by market capitalization, offering loans, savings, advisory services, insurance, and pension products
  • employee workflow solutions help remote employees stay safe 
    Customer Stories
    How building an app can boost your team’s efficiency
    January 12, 2021 Five years ago, REMA 1000 was struggling with the standard challenges of the retail industry: complexity, multiple stakeholders, and manual processes. In fact, as Norway’s only purely franchised grocery retail company
  • Digital government comes of age
    Customer Stories
     Learnings from Capita’s automation project - ServiceNow Blog
    September 15, 2020 Capita has made no secret of its commitment to automation. We’ve been public in our declarations of the benefits this automation project can bring, and the challenges of managing one of Britain’s most ambitious projects
  • Deloitte adopts the Now Platform
    Now Platform
    How Deloitte uses the Now Platform to serve clients worldwide
    August 12, 2020 Deloitte had a service management problem. Deloitte addressed this by adopting the Now Platform as a foundation of its digital transformation.
  • Two men conversing at their computers
    Customer Stories
    Lessons from the city of Copenhagen
    July 14, 2020 To implement a central enterprise service management portal using ServiceNow HR Service Delivery, our objective was to improve the employee experience.
  • Man working with servers
    Customer Stories
    Kiwibank, delivering consistency, automation and quality service with ServiceNow
    June 30, 2020 Read about how ServiceNow customer, Kiwibank, is using our products and platform to streamline services and focus on customer experiences
  • Man and woman talking with computer
    Customer Stories
    Supporting communities affected by bushfires and the pandemic
    June 23, 2020 Hear from IAG on how the adoption of ServiceNow's Business Continuity Management has allowed them to support employees and customers during crisis
  • LEO Pharma
    Digital Transformation
    Making HR services work for employees: The LEO Pharma experience
    June 04, 2020 Learn how Leo Pharma improved their ability to support employees and delivered an HR experience using ServiceNow's HR Service Delivery solution
  • DNB Bank
    Digital Transformation
    DevOps and ITSM: From clash of cultures to happy coexistence
    June 04, 2020
  • Man and woman discussing government
    ServiceNow helps Buckinghamshire Council support its most vulnerable citizens
    May 21, 2020 ServiceNow helps local government authorities support their residents during COVID-19
  • Knowledge 2020
    Sustainability in the cloud with Veolia, ServiceNow and Google Cloud Platform
    May 10, 2020 Veolia's Martin Black, Head of ITSM Centre of Excellence, writes about why moving to a cloud-based data management platform was so vital. Not only didl it drive efficiencies by simplifying processes, but it also empowered them to better allocate resources and work in a more sustainable manner.
  • Customer Stories
    Putting ServiceNow Virtual Agent to work with the Orlando Release
    April 09, 2020 Autotestpro, both a customer and a partner of ServiceNow, strategically augment and refine functionalities across the Now Platform® as an early adopter. They offer automated testing and DevOps solution within a collaborative development environment.
  • Customer Stories
    Three ways to create inspirational customer experiences
    April 02, 2020 Swisscom powers digital workflows and an online customer service portal to accelerate support through use of ServiceNow's Customer Service Management (CSM) solution.
  • Customer Stories
    Blackhawk Network makes the right connections to avoid costs
    January 24, 2020 Read how Blackhawk Network uses ServiceNow CSM to resolve issues quickly and deliver great experiences from request to resolution, avoiding major costs.
  • Web
    Customer Stories
    How Basware took their customer service to a new level
    January 14, 2020 Learn about Basware's transformational customer service project that boosted support speed and quality that was offered to customers and employees alike.
  • Digital Transformation
    How to supercharge your digital transformation journey
    December 18, 2019 The benefits of digital transformation are tangible and there for the taking. Find out how these five businesses have introduced digital workflows as part of their transformation journeys.
  • Customer Stories
    Implementing agile IT service management on a cutting-edge platform
    October 16, 2019 Learn how Danske Bank implements agile IT service management on a cutting-edge platform to delivering competitive financial solutions.
  • Customer Stories
    One more step towards a mobile-first workplace
    September 25, 2019 Read why ServiceNow has sought to address the question ‘Why hasn’t mobile made the same positive impact in the way we work, as it has to the way we live?’
  • Customer Stories
    Digital transformation that drives meaningful face-to-face client relationships
    September 24, 2019 Read how St. James Place uses the Now Platform for supporting the business in building and sustaining long-term client relationships.
  • alta gas lines
    Customer Stories
    AltaGas keeps it simple with out-of-the-box GRC
    September 19, 2019 Read how using ServiceNow helped AltaGas increase the maturity of the cybersecurity and GRC processes and enable better alignment.
  • Digital Workflows
    How ServiceNow is helping U.S. Bank build a culture of IT self-service
    July 30, 2019 Learn how ServiceNow worked with U.S. Bank to create a dashboard on Performance Analytics that showed how the applications were delivering business value.
  • County and City of Denver
    Customer Stories
    How Denver replaced spreadsheets with Vendor Risk Management
    July 24, 2019 Read how Denver replaced spreadsheets with Vendor Risk Management to transform the city’s risk-assessment process.
  • When a vision of operational excellence becomes reality 
    Customer Stories
    When a vision of operational excellence becomes reality
    July 18, 2019 Learn how adopting a single, best-of-breed ITSM platform drove a total integration of Globalia’s operations and prepared the organization for future growth.
  • Digital Workflows
    How Novartis manages global risk at scale
    July 11, 2019 Read how Novartis manages global risk with Vendor Risk Management to eliminate fragmentation across workflows and regions.
  • Digital Workflows
    How Mary Kay tamed the ITOM beast
    June 20, 2019 Learn how Mary Kay tamed the ITOM beast and slashed average incident resolution times from more than a week to less than 24 hours.
  • Digital Workflows
    A tale of total customer focus - #shifttodigital
    June 14, 2019 As part of #shifttodigital strategy we have re-engineered the way both customer services and IT service delivery work at Proximus.
  • Digital Workflows
    How Sabre and ServiceNow teamed up for a DevOps makeover
    June 14, 2019 Read about Sabre's use of ServiceNow’s DevOps tool, built on the company’s Now Platform, to automate the managing and developing of software applications.
  • New business streams, new markets, one platform
    Digital Workflows
    New business streams, new markets, one platform
    June 12, 2019 Read how Automize utilizes Now Platform’s flexibility and evolving capabilities to enable growth, now and in the future with machine learning and AI.
  • Managing risk and security: A woman sits on a bench using a laptop at a train station.
    Cybersecurity and risk
    Proactively managing risk and security
    Organizations have realized the importance of proactively managing risk and security to build resilience and to emerge from a crisis stronger.
  • An integrated solution to activate ESG across the enterprise
    Cybersecurity and risk
    Announcing an integrated solution to activate ESG across the enterprise
    ServiceNow is releasing an integrated solution that empowers companies to activate ESG initiatives and activities across the enterprise for a better world.
  • Activating ESG strategies and initiatives can improve business and the world.
    Cybersecurity and risk
    Activating ESG strategies and initiatives to improve business and the world
    More organizations are championing environmental, social, and governance (ESG) initiatives. Learn how ServiceNow helps them activate those strategies.

Trends & Research

  • ServiceNow was named a leader in the Omdia Universe: Selecting an AIOps Solution, 2021-22.
    AI and Automation
    ServiceNow named a leader in Omdia Universe AIOps report
  • Enhance customer experience.
    Customer Experience
    Top 3 priorities to enhance customer experience
Productivity depends on people