In modern digital enterprises, service excellence is no longer defined by ticket resolution; it is defined by orchestration. Orchestration of data, processes, partners and customer expectations across an increasingly complex service landscape.
A U.S.-based leader in telecom, cloud expense management and managed mobility services, supporting 1500+ global enterprises, set out to modernize its service operations to meet these growing demands. With a rapidly expanding customer base and a broad portfolio of contractual services, the client required a scalable, secure and integrated platform to manage customer cases, internal requests, SLAs and knowledge bank, while enabling consistent service delivery across regions.
Persistent partnered with the client to implement and continuously evolve ServiceNow as the foundation for enterprise-wide IT and customer service management.
Scaling Service Excellence Across a Global Customer Base
The client, with 35+ customer partners and 2000+ customers had difficulties managing its growing customer database. Managing customer cases, service agreements and entitlements across geographies required a unified ticketing solution capable of handling both scale and variability.
In addition to the rising data challenges and complexities, the existing infrastructure had several issues like:
- Limited visibility into customer service requests, incidents, complaints and Service Level Agreements (SLAs)
- Fragmented integrations across monitoring tools, product systems and customer platforms
- Growing knowledge volumes requiring structured, AI-enabled self-service
- Requirement to support secure, compliant operations across regions
Delivering a seamless, multi-channel customer experience, while maintaining operational control, became a strategic priority for the client.
Unified ITSM & CSM Transformation with ServiceNow
Persistent designed and implemented a comprehensive ServiceNow solution spanning both IT Service Management (ITSM) and Customer Service Management (CSM). The platform was architected to support global scale, deep integrations and continuous evolution, including:
- Full-lifecycle ITSM covering Incident, Problem, Change and Knowledge Management
- Customer Service Management built on a scalable B2B data model
- Process Automation and Playbooks to guide agents and reduce manual effort
- AI-powered search deployed across portals, workspaces and Next Experience
- Migration and management of 40,000+ knowledge articles to enable self-service
- Secure REST-based integrations supporting OAuth 2.0 for real-time data exchange
- Deep integrations with monitoring platforms and product support systems
- Portfolio Management to provide visibility across programs, projects and priorities
To meet regulatory and performance requirements, the platform was deployed across dual production instances (US and EU), ensuring regional alignment and compliance.
Driving Operational Efficiency & Customer Experience
With ServiceNow at the core of service operations, the client achieved a unified view of customer interactions, entitlements and service commitments. Automated intake, intelligent routing and guided resolution streamlined case handling across teams.
Additional enhancements included:
- Salesforce-enriched customer and partner profiles for dynamic case prioritization
- Custom Issue Management to track complaints, escalations, and countermeasures end-to-end
- Custom Product Enhancement tracking integrated with Jira
- Extensive email ingestion framework supporting hundreds of mailboxes
- Contractual service offerings and responsibilities mapped per customer for precise SLA enforcement
Measurable Impact at Enterprise Scale
The ServiceNow-led transformation delivered significant outcomes across scale, efficiency, and governance:
- Support for 144K+ customer cases annually
- Management of 25K published knowledge articles
- Oversight of 1,600+ changes and 1,285 product enhancements
- Visibility across 6,000+ customer entitlements
- Streamlined handling of 100K+ internal request items and 11K internal incidents
Future-Ready Platform Built for Growth & Governance
By partnering with Persistent, the client established a resilient, future-ready service management foundation—one capable of scaling with customer growth, evolving service models and increasing regulatory expectations. By establishing ServiceNow as a unified foundation for IT and customer service operations, the client moved beyond incremental efficiency gains while maintaining control at enterprise scale.
This engagement sets the blueprint on how platform‑centric service management can unlock efficiency, governance and superior customer experience, positioning service operations as a strategic enabler rather than an operational constraint.
