Projects
Here are some examples of ServiceNow solutions we have recently delivered.
Tax Management System
Streamlined Tax Request Submission and Management
The solution provides bespoke customer and internal agent portals for the submission, management, and assessment of client tax requests. It includes multiple complex tax and regulatory forms, strict audit and security requirements, cross-team tasks and assignments, a custom backend logic engine, custom workflows, and automation, as well as integration with third-party data systems and HMRC. The application also includes a yearly reminder notification for clients and an automated tax request wireframe generated on each client’s tax year anniversary, with requests automatically assigned to the appropriate agent using ServiceNow’s Resource Management application.
Hardware Asset Management
Comprehensive Asset Tracking and Inventory Management
An end-to-end inventory and asset management solution with procurement integrations through ServiceNow’s Procurement and HR Service Delivery products, as well as third-party integrations with InTune, LeanIX, and hardware suppliers. This custom solution includes booking-in and booking-out processes with mobile applications and scan stations, alongside customised workflows to provide a seamless user experience for requesting, returning, or repairing hardware assets.
Travel Management
Automated Travel Reservations with Cost Management
A custom solution enabling employees at a large business consultancy to request travel and manage reservations for rail, car, hotel, and flights, all within ServiceNow. This solution features a custom portal, customised API, and third-party integrations with travel companies, Microsoft O365, and ServiceNow’s Finance Management application. Additionally, we developed an automated tool that adjusts mobile phone tariffs for employees travelling to certain destinations, triggered by departure and return dates. We later extended this functionality to manage multiple destinations within a single travel request.
Call Center Automation
Reducing Call Volume with Automation and AI Integration
A full call centre automation solution leveraging multiple ServiceNow applications, virtual agents, third-party IVA, and AI integrations. This automation solution increased deflection rates, reduced the need for live agents by 65%, cut operational costs, and significantly improved customer satisfaction.
Walk-up Experience
Seamless In-Person IT Support with Mobile Booking Integration
Deployment of ServiceNow’s Walk-up Experience, including bespoke mobile booking applications, custom workflows, and third-party integrations for survey analytics. The Walk-up Experience was integrated with ServiceNow’s virtual agent, AI-powered knowledge bases, and asset management products to create a comprehensive, end-to-end customer support experience.
Quality & Risk Management System
Managing Risk and Quality Compliance Across Business Units
Following an audit, a global consultancy client needed a solution to manage risk and quality issues across the organisation, with a strong emphasis on security and audit controls. This multi-faceted solution included custom portals, mobile applications, and request forms, along with automation and process management workflows to streamline risk and quality management while ensuring compliance with audit regulations.
CMDB & CSDM Implementation
Enhanced Service Delivery through Optimised CMDB and CSDM
Our client aimed to improve service delivery by leveraging ServiceNow’s CMDB (Configuration Management Database) and CSDM (Common Services Data Model). We helped them cleanse and normalise their existing CMDB, created integrations with third-party systems for asset data, and established workflows and a CSDM model to make their operations fully service-oriented. Now, all critical business and technical services are mapped to owners, user groups, and assets, allowing the organisation to identify affected services during changes or outages and notify impacted users through personalised notifications in the employee centre portal.