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Customer Success

Collaborate with a team that celebrates your successes and are whole-heartedly invested in your wins.

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A Rapid Customer Service Management Implementation for a Major University

This major university was to prepare their campus for a safe reopening to their campus community. With the ultimate goal of integrating to the state's proprietary tracking and tracing application.

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Doctor Administering a Vaccine to a Patient

5-Day Implementation of ServiceNow's VAM at a Nationally Ranked Health System

We implemented ServiceNow's Vaccine Administration Management application, and in just 5 days, from opening to Go-Live, we saw wait times decrease 88%.

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PPM Implementation: Financial Services

We provided a coordinated way to plan projects, allocate resources, and manage portfolios through an organizational restructuring on ServiceNow's platform.

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Farm Credit Services of America

Delivery of a digital solution, replacing spreadsheets, to provide tracking, analysis, and audit assistance for IT forecasting and budgeting processes.

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Healthcare Network

Massachusetts Health Plan builds new Behavioral Health Network in six months

Recruit 1400 Behavioral Health Providers into the AllWays Health Partners Provider Network in a six-month time frame.

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Access Controls Implementation

A One-Week Access Controls Implementation for Second Harvest Heartland

Second Harvest Heartland was dealing with sensitive data and multiple partners on a centrally managed system, so their team needed a solution that would adhere to HIPAA guidelines for data security.

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"Accelare is very different from other ServiceNow partners in our area. They care more about the relationship & making sure that they are meeting our needs as opposed to having us ‘fit’ into how they do business."

Approach:

We configured scripted access control list, business rules, user roles and groups and more! Moving forward, this ensures that distributors only have access and visibility into the data tailored to their role.

Outcome:

Second Harvest Heartland had previously tried to implement access controls themselves, but they were not successful.

Our team was able to complete the ServiceNow solution implementation, exercising best practices all while training their employees throughout the engagement.

Masked Doctor Helping Patient

CSM Implementation: Medical Research Organization

Client needed a solution centralizing research cases and streamlining processes. Organization had too much dependency on spreadsheets and non-centralized documentation. There was a lack of visibility to workloads across teams. 

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Approach:

  • Used CSM to create a centralized location to store and access cases and related research.
  • Activated Service Portal to provide an interactive experience for clients and staff.

Outcome:

  • Real-time, intuitive portal for clients to submit documents and for the staff to respond quickly. An easy to navigate homepage with a dashboard to view and act on open and pending work across the organization.
  • Intuitive workflow with streamlined processes.
Office Waiting Room

Reengineering the RMV

The RMV needed to run and improve while transforming from an analog operation to offer digital services. The Commonwealth asked Accelare to intervene to help.

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Cloud Strategy Operating with Digital Effects

Operationalizing Cloud-First Strategy

Our client is an innovative global consulting firm focused on improving​ clients’ performance through timely, cost-effective, quality solutions.

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Team Working around Computer

Evolving from a PMO
to an EPMO

We ensured the right work was being resourced and managed to execute their strategy with the newly adopted Agile work model.

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CSM Implementation: Federal Government Agency

The client had high demand from customers requesting time to work with their new technology. They lacked a front-end tool for customers to request time and stay apprised of their request status. They also needed an efficient method to screen and process customer applications.

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Approach:

  • Leveraged out-of-the-box features native to ServiceNow CSM.
  • Built custom tables to handle additional functionality required by the client.
  • Created a Service Portal to handle customer requests and serve as the common repository to store essential information.

Outcome:

  • A Service Portal tailored to the client, enabled customers to submit and track their requests.
  • Use of the Service Portal extended beyond the new technology requests, allowing for many different request types to be processed and tracked.
  • Improved speed and efficiency processing requests.
  • Client had a common repository for their data.
Double exposure of businessman hand points human resources, CRM and social media as concept

Survey Management for Second Harvest Heartland

They were using Survey Monkey, they had no way to connect surveys into ServiceNow’s CSM efficiently.

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"They always respond in a timely manner and are very helpful with all of our requests and questions. They have taken time out of their crazy schedule to give us guidance and direction on things – which we are grateful for."

Approach:

Our team has in-depth knowledge of Service Portal and was able to deliver an optimized user experience that exceeded the capabilities of Survey Monkey.

Outcome:

We delivered a greatly improved user experience and a streamlined process for providing SNAP benefits.

We also used Flow Designer for a low code solution to implement a new feature.

businessman hand working with modern technology and digital layer effect as business strategy concept-1

CSM Implementation: Digital Technology Provider

The client needed a more robust, customer-centric platform to manage external customer interactions.

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Approach:

  • Mirrored functionality from the existing platform and increased capabilities by moving to ServiceNow CSM solution.
  • Built custom tables to handle additional functionality required by the client.
  • Created a Service Portal to handle customer requests and serve as the common repository to store essential information.

Outcome:

  • Leveraged the robust features inherent in CSM to improve the quality and efficiency of customer interactions.
  • Extended the solution internally to seamlessly integrate teams and functions through Incident, Major Case, Device and Feature Management.
Office Waiting Room

5-Day ServiceNow Communities Implementation for Second Harvest Heartland

They used an alternative calendar solution to coordinate and staff volunteers for events and needed an interface enhancement to increase volunteer satisfaction and usability.

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"Accelare was able to jump right into our environment and make a huge difference with our projects."

Approach:

Our team focused on creating a seamless user experience through development and testing. Our developers were also highly experienced with Service Portal and front-end design so we could quickly stand up a meaningful and effective solution.

Outcome:

Previous implementers of the NOW platform had completed work that was not well documented, so our team quickly learned and developed a solution to implement new improvements on the platform including correcting the ‘Date/Time’ functions, to mitigate confusion for event attendance.

customer service catalogs

CSM Implementation: Industrial Products Company

Inconsistent tracking and management of customer issues. Email was the primary method for communicating updates and actions taken during troubleshooting and resolution.

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Approach:

  • Led the client through process engineering to define their customer needs and the most efficient processes to support them.
  • Reviewed the current organizational structure and designed a solution to effectively support the process requirements.
  • Used ‘shift left’ to quickly develop, test, and deploy ServiceNow CSM for the client to manage their customer support lifecycle.

Outcome:

  • Alignment: Issues were categorized and matched to the defined customer support processes.
  • Efficiency: Customer support was divided into two levels with Level 1 tracking and resolving issues through CSM, and Level 2 responding to issues escalated for a higher level of support.
  • Insights: CSM reporting provided insights to the customer support organization into their ability to resolve issues and make continual improvements to their processes.
  • Accountability: Operating Level Agreements (OLAs) were established between teams to provide a consistent customer experience.
Customer support system

CSM Implementation: Global Financial Services Company

Client’s in-house customer support system did not have capabilities to provide external, customer-facing communications and issue tracking. Need for a solution to seamlessly integrate with ITSM.

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Approach:

  • Mapped data requirements from the in-house system to ServiceNow CSM.
  • Activated CSM capabilities to provide customer-facing support.
  • Identified integration points required between ITSM and CSM.

Outcome:

  • A single platform that provided internal and external support for customer management.
  • Operational efficiencies delivered through a seamless integration with ITSM.
311 services

CSM Implementation: Large Metropolitan 311

The client needed a better way for the hearing and speech impaired community to access the city's extensive 311 services. They needed the ability to extend functionality to any text user, to include a focus on millennial and senior populations.

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Approach:

  • Considered a variety of devices (iPhone, burners, Android, etc.), multiple text formats, the variety of carriers (ex. Verizon, AT&T, Sprint, etc.), and the diversity of population languages.

Outcome:

  • The general population was able to text a variety of key words to 311 and receive a response within seconds that provided triggers for case creation.
  • Increased constituent engagement and satisfaction by providing services via channel of choice, with translated savings through reduction of high touch response mechanisms.
Customer service team answering inquiries

CSM Implementation: Global Environmental Technologies Company

Client’s in-house customer support system did not have capabilities to provide external, customer-facing communications and issue tracking. Need for a solution to seamlessly integrate with ITSM.
 
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Approach:

  • Used process engineering methodology to define and document key support needs.
  • Identified two levels of support needed to care for customer management and developed Customer Support Center processes.
  • Worked with the client to staff the support center through outsourcing.
  • Implemented CSM to support customer interactions.

Outcome:

  • CSM was implemented as the primary customer management solution.
  • Level 1 and Level 2 support centers were established and staffed via a third-party partner, freeing up developer time to focus on business applications.
  • Integration with an intelligent call routing solution improved call-routing accuracy.
  • Integration with ITSM provided for seamless transmission of cases from the Customer Support Center.
Hand holding smartphone with app icons

CSM and ITSM Implementation: Investment Technologies Company

Desired a single platform to manage internal and external customer interactions.
 
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Approach:

  • Partnered with client to engineer customer support processes.
  • Designed ServiceNow ITSM and CSM to support the processes.

Outcome:

  • Implementation of ITSM and CSM enabled the client to handle all incident and change management activities, create cases and incidents using emails, and manage all customer interactions (internal and external) within a single platform.
ServiceNow Implementation

CSM and ITSM Implementation: Energy Producer

Lacked system development expertise and needed help implementing ServiceNow enhancements.

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Approach:

  • Provided dedicated development support fulfilling enhancement requests.

Outcome:

  • Enhancements were quickly designed, tested and implemented without the time and cost of acquiring in-house expertise.
Data model reengineering

ITSM Case Study: Public Education Provider

Client was receiving data errors from the system and didn’t trust the accuracy of their information.

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Approach:

  • Worked with the client’s process owners to understand, engineer, and document how work should flow.
  • Reviewed and redesigned the client’s ServiceNow ITSM workflows to support the defined processes.

Outcome:

  • The client’s ITSM workflows were corrected to reflect actual processes.
  • Data errors were eliminated and trust in their data was restored.
Platform consolidation

CSM & ITSM Case Study: Biotechnology Company

Desired one system that could be used across departments with streamlined processes and serve as the single source of truth. Over time, the client wanted to consolidate many of their homegrown platforms into one system.

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Approach:

  • Facilitated discovery sessions to gain deep understanding of the client’s Change Management process and reporting requirements.
  • Worked with the subject matter experts to document business processes, design catalog items, and design automated workflows for ServiceNow ITSM and CSM.

Outcome:

  • A robust Change Management process with supportive system functionality that met all of the client’s compliance and reporting requirements.
  • Over 30 catalog items to automate work ranging from “Desk Moves” to “Server Build”.
  • The client realized efficiencies through automated incident assignments, advance routing rules, and streamlined processes
    .
Developer team use cases

CSM and ITSM Implementation: National Construction & Distribution Company

Client was struggling between keeping their ServiceNow platform maintained and creating enhancements to support the business.

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Approach:

  • Provided dedicated support for system maintenance to include platform upgrade, addition of advanced Catalog Items and Order Guides, creation of action control lists and other rules.

Outcome:

  • Client now had time to focus on enhancements to improve their business operations and customer experience.
Process review with team members

ITSM Case Study: Business Products and Services Provider

Changes to internal processes resulted in misalignment of ServiceNow catalog items and workflows. Over-creation and reliance on manual workarounds.

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Approach:

  • Partnered with the client to conduct a detailed review of their new processes.
  • Identified fields requiring updates to support catalog items.

Outcome:

  • Workflows aligned to the client’s new processes.
  • Workarounds we no longer needed as a result of streamlined, efficient processing.
Customer service representatives working at desk in office

CSM Case Study: Cybersecurity Firm

Client needed a robust solution for Customer Services Agents to support customers and keep Sales Representatives informed. Multiple customer-facing support sites needed to be consolidated and streamlined.

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Approach:

  • Implemented ServiceNow Customer Service Management (CSM) with Service Portal.
  • Developed two-way integration with a 3rd party solution for contacts, accounts, and cases.

Outcome:

  • Customers embraced the new Service Portal.
  • Client saw improved efficiency between Customer Service Agents and Sales Representatives by sharing common data.
  • The support teams had a reduction in incidents due to customer use of Knowledge Articles, and realized greater productivity with the introduction of self-service case creation.
customer service portal

CSM Case Study: International Data Storage Services Company

Client needed a service portal for their customers to manage access to their equipment.

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Approach:

  • Implemented a custom ServiceNow Service Portal allowing customers to authorize user access.

Outcome:

  • The Service Portal not only replaced a legacy product and process, but exceeded the client’s expectations by its usability and capabilities delivered to fulfill their customer needs.
Masked Coding on Computers

ITSM Case Study: Financial Services Provider

Multiple instances of ServiceNow with several customizations in play.

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Approach:

  • Created a standard “vanilla” instance of ServiceNow with domain separation.
  • Stood up a Governance Board to approve customizations.
  • Migrated departments onto the new, standard instance.

Outcome:

  • Reduction of costs and technical overhead by migrating several highly customized ServiceNow instances to a standardized instance
    .
Cloud solution with self-service

ITSM Case Study: Multi-Services Company (Real Estate, Housing, Utility, Construction)

Client needed a cloud solution to provide a replacement ticketing system and self-service capability.

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Approach:

  • Implemented ServiceNow IT Service Management (ITSM) with Service Portal.

Outcome:

  • Realized increased efficiency and reduced support costs.
Single system for managing assets

CSM Case Study: Nationwide Fuel & Convenience Retailer

Client needed to connect all stores to a single system for managing assets, repairs, et cetera.

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Approach:

  • Implemented ServiceNow Customer Service Management (CSM).

Outcome:

  • All stores are now able to communicate with headquarters for scheduling, equipment repairs and replacements, and alert response personnel to alarm conditions.
  • Instances were also successfully upgraded to latest release version during the development cycle.
Business people reaching an agreement in an office

ITSM Case Study: Financial Services Company

Inefficient processes and heavy administrative tasks weighing down the organization. Lack of control and standardization with reporting.

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Approach:

  • Designed, coded, and tested all ServiceNow IT Service Management (ITSM) instance customizations.
  • Designed and implemented ServiceNow Service Portal.
  • Created report sources, database view and customized reports.
  • Implemented report administration governance.
  • Developed and facilitated training with IT support teams.

Outcome:

  • Organization equipped to operate using best practices through updated technology design and associated process (UI actions, UI policies, business rules, etc.).
  • Streamlined processes and reduced administrative tasks with an intuitive Service Portal for IT support teams.
Business team working together at a call center wearing headsets

CSM Case Study: Manufacturing Company

Client was managing multiple external communications systems and wanted to consolidate into a single system.

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Approach:

  • Implemented and integrated out-of-the-box ServiceNow Customer Service Management (CSM) solution with their IT Service Management (ITSM) applications.

Outcome:

  • Delivered a single solution to manage internal & external incidents and communications.
  • Gained efficiency by training multiples roles (agents, fulfillers) on a single platform.
Team walking through office

ITSM Case Study: Social Services Organization

Expand ServiceNow IT Service Management (ITSM) beyond Incident Management. Reduce existing customizations. Client needed help creating processes and implementing their strategy.

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Approach:

  • Reverted client’s ServiceNow ITSM to standard “vanilla” implementation.
  • Developed instance to include Request, Change, Knowledge, and Problem.

Outcome:

  • Client maximized their business value of ServiceNow and improved their operations by fully adopting the ITSM platform.
  • Reduced maintenance costs by removing unnecessary customizations.
Self-service portal

ITSM Case Study: Cloud Solutions Company

Client required an IT Service Management (ITSM) platform with self-service portal for their end users.

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Approach:

  • Implemented ServiceNow ITSM with Service Portal.

Outcome:

  • Increased efficiency and overall support costs.
CX team review

CSM Case Study: State Government

Client needed a centralized automated solution that supported and measured customer service 

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Approach:

  • Targeted manual, administrative, customer-facing processes shared across divisions or programs.
  • Developed a proof-of-concept workflow solution using ServiceNow Customer Service Management (CSM).
  • Leveraged ServiceNow dashboards to track key performance indicators and demonstrate the power of the platform to the leadership team.

Outcome:

  • CSM workflow routing and automation resulted in a 60% reduction in time-to-resolution, an 85% decrease in field office service times, and case assignment time was virtually eliminated with a 99% reduction.
  • Successful proof-of-concept was rapidly expanded and adopted across the organization.
  • A transformational shift occurred in the organization; the focus turned to improving quality rather than managing quantity.
New hire handshake

HRSD Case Study: Auto Finance Company

The client needed a more robust HR platform.

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Approach:

  • Implemented ServiceNow HR Service Delivery and HR Portal.
  • Built custom Centers of Excellence.

Outcome:

  • A robust, best practice-based HR solution with highly intuitive workflows enabling greater efficiency.
  • The customer was so delighted with the outcome, they signed an agreement to add both ServiceNow Customer Service Management (CSM) and Portfolio Project Management (PPM).
Doctor touching hologram screen displaying healthcare running symbols

ITSM & PPM Case Study: Healthcare Provider

Client had outdated, legacy ITSM and project management tools & processes.

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Approach:

  • Implemented ServiceNow IT Service Management (ITSM) and Portfolio Project Management (PPM) solutions.
  • Provided IT Infrastructure Library (ITIL) overview training.

Outcome:

  • Client was delighted, stating they felt “years ahead” with their IT and project management processes.

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