Customer Stories

  • Digitalization: view of an airplane flying overhead
    Customer Stories
    Singapore Airlines embraces digitalization to soar to new heights
    May 16, 2022 Find out how a robust digitalization push in the years leading up to the pandemic softened its worst effects and allowed Singapore Airlines to quickly pivot.
  • Business people talking in an office meeting
    Customer Stories
    4 customer stories that can help your business work better
    May 06, 2022 When customers find better, easier ways to work, they want to share the experiences with others. Take the following customer stories, for example.
  • Business people talking in an office meeting
    Customer Stories
    Microsoft implements Predictive Intelligence to modernize support
    May 05, 2022 Microsoft shares best practices and insights on how other customers can use ServiceNow Predictive Intelligence to free agents to focus on higher-value work.
  • Technology giant Fujitsu: people walking outdoors in Tokyo surrounded by tall buildings
    Customer Stories
    How tech giant Fujitsu revamped itself from inside out
    April 18, 2022 Find out how 86-year-old global technology company Fujitsu revamped itself under two separate but related programs: Fujitra and Fujitsu Uvance.
  • Government disaster response: rear view of 3 uniformed rescue workers
    Customer Stories
    How tech helps government agency recruit for disaster response
    April 12, 2022 A government agency was inundated with applications from volunteers wanting to help with disaster response. Find out how ServiceNow helped the agency modernize.
  • Banking IT support: A woman looks holds a smartphone in one hand and a credit card in the other.
    Customer Stories
    Banking platform maker overhauls global IT support, reaps rewards
    February 07, 2022 If you’re a banking customer, chances are you’ve used a product created by Intellect Design Arena. Find out how the company improved IT support.
  • Car parking customer experience: A man walks away from a parked SUV with his cellphone in hand.
    Customer Stories
    How Scheidt & Bachmann improved the car parking experience
    January 06, 2022 By making the customer experience smooth, simple, and convenient, car parks can bring a service culture to a cold and impersonal interaction.
  • Modernize IT: A businessman works on a laptop in a datacenter server room.
    Customer Stories
    Pairing best-of-breed datacenters and digital workflows to modernize IT
    November 22, 2021 When CyrusOne wanted to modernize IT in preparation for the future, it partnered with ServiceNow. Find out why this was a win-win for both companies.
  • Healthcare security: A doctor and patient discuss information on a tablet.
    Customer Stories
    Bupa protects and connects 4.7M customers with digital healthcare
    November 01, 2021 Healthcare customers want a personalized experience. To deliver this seamlessly, Bupa needed to ensure it had the highest security measures in place.
  • 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
  • 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
    Reduce operational risk with a strong data classification foundation
    December 22, 2020 Alcon’s objective was to reduce operational risk, and harmonize seven siloed business functions and related processes using integrated data classification
  • Woman standing in front of a school bus
    Customer Stories
    Signs of innovation with TAPCO
    November 17, 2020 To make the most of these massive streams of information, TAPCO’s leadership partnered with ServiceNow to pilot Connected Operations, a new product that uses existing IoT signals for customer support
  • 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
    Customer Stories
    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 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
  • DNB Bank
    Customer Stories
    DevOps and ITSM: From clash of cultures to happy coexistence
    June 04, 2020
  • Lamb Weston Meijer
    Customer Stories
    The recipe for becoming digitally fit
    June 04, 2020 Read about how Lamb Weston Meijer is striving to become digitally fit by delivering shared services with streamlined processes through digital workflows
  • LEO Pharma
    Customer Stories
    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
  • Man and woman discussing government
    Customer Stories
    ServiceNow helps Buckinghamshire Council support its most vulnerable citizens
    May 21, 2020 ServiceNow helps local government authorities support their residents during COVID-19
  • Customer Stories
    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.
  • COVID-19: When business resilience is put to test
    Customer Stories
    COVID-19: When business resilience is put to the test
    April 24, 2020 Read how the usage of ServiceNow as a service management platform has provided complete business continuity to organizations during these times of crisis
  • 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
    Digital workflows help Washington State respond to COVID-19
    March 16, 2020 The State of Washington created an Emergency Response Operations app on the Now Platform to manage their own COVID-19 situation, and they are donating it for use by other organizations and public agencies. This app helps optimize resources and staff in critical locations.
  • Customer Stories
    Women return to business…with confidence and cutting-edge skills
    March 03, 2020 Read about how ServiceNow’s NextGen team and their Global Elite Partner DXC Technology has resulted in a hugely valuable new collaboration with the Women Back to Business program in Switzerland – an eight-week flexible training program that enables women to enter the world of work specifically in the ServiceNow ecosystem.
  • 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.
  • Project management: 4 workers collaborating around a conference table
    Now on Now
    Project management for non-project managers
    The custom training team needed to manage projects from inception to close but had very little project management experience. Discover their solution.
  • Car parking customer experience: A man walks away from a parked SUV with his cellphone in hand.
    Customer Stories
    How Scheidt & Bachmann improved the car parking experience
    By making the customer experience smooth, simple, and convenient, car parks can bring a service culture to a cold and impersonal interaction.
  • Business optimization: A businessman walking in front of a cityscape
    AI and Automation
    How business optimization efforts stack up
    Many organizations have taken steps toward optimization to reap its rewards. Find out the drivers, where businesses stand, and areas for improvement.

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