Back to all work
Unlocking ServiceNow's Full Potential With Our ServiceNow Experts
Staff augmentation
Reinsurance

By combining deep ServiceNow expertise with a proactive approach, Switch empowered the client to achieve significant cost savings, enhanced user experiences, and an improved ROI on their ServiceNow investment.

The Client

Our client is a globally diversified property and casualty reinsurance underwriter who offers a wide range of products on a treaty and facultative basis worldwide.

They initially implemented ServiceNow IT Service Management (ITSM). While the transition aimed to improve efficiency, there was an opportunity to optimize the platform’s full potential.

The Challenge

The client was facing a complex service environment characterized by several challenges hindering efficiency and user satisfaction.

  • High costs and slow incident resolution.
  • Complex and unfriendly user experience.
  • Unclear Request/Incident classification.
  • Manual processes create redundant tasks and inefficiencies.
  • Intricate architecture that led to difficulties in Service Catalog creation.
  • Slow implementation of improvements and enhancements.
  • Reporting & tracking issues.

To navigate those challenges, the client sought a partner for leadership and strategic advice.

Since 2022, Switch has been providing ServiceNow Experts fully dedicated to the client's success. These highly skilled and certified professionals collaborate everyday with the client to drive user adoption and optimize the platform's performance

The Solution

Our  experts have been able to transform the client’s ServiceNow experience by:

  • Streamlining the ServiceNow environment: Reorganizing instances, tables, and resources for optimal functionality.
  • Leveraging Flow Designer: Implementing user-friendly automation for tasks, approvals, and notifications.
  • Championing the adoption of Integration Hub: Connecting ServiceNow with critical platforms like Azure Servers, Azure DevOps, and other internal and third-party systems.
  • Redesigning the Service Portal: Achieving smoother navigation with reorganized categories, service catalogs, and contextually relevant knowledge articles.

The Results

The collaboration between Switch and the client yielded impressive results, fostering a more efficient and user-friendly IT service experience. Let's dive into the key indicators that showcase the positive impact:

  • Reduced costs by minimizing support expenses and implementing automation.
  • Improvements in the Service Portal, paired with shorter response times, lead to an increase in user satisfaction scores.
  • Underutilized ServiceNow features were identified and boosted.
  • A more flexible and scalable system to enable future organizational growth.

Project Insights
+5

Integrations with critical systems like Azure Servers, Azure DevOps, and other internal and third-party systems.

+650

Catalog Items launched, boosting agility and user satisfaction, ensuring seamless service delivery across the organization.

<
tools
>
Our tool
Learn about
our
values
stack
To bring ideas into reality
client testimonial
"The team of consultants from Switch has done an excellent job in optimizing and supporting ServiceNow. Thanks to their deep knowledge of the platform and their proactive approach, they have achieved significant cost savings, improved user experience, and increased the return on our investment in ServiceNow."
IT Strategic Planning Architect
Our work
Our impact
cases
Who are we really?
Contact Us

Your goals deserve
top-tier talent.

Let’s work together
Newsletter

Stay updated. Join our newsletter

Don’t worry, we hate spam too  : )
Suscribe
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.