Why case studys from Mergen?
Every case study lists hard outcome metrics โ cycle time, cost, quality, NPS โ not soft win statements.
Programmes spanning Fortune-500 banks, top-10 insurers, global manufacturers, 32-hospital health systems.
Each transformation distills into a repeatable architecture pattern โ codified in our delivery library.
A cable MSO with mobile-virtual-network operations unified ITSM across cable + wireless service desks. Cross-product issue resolution dropped 56%.
A satellite provider unified ITOM across 24 ground stations + network ops. Outage response time down 51%.
Read case study โA wireless tower operator managed $800M in active deployment + colocation projects on ServiceNow SPM. Project on-time rate up from 64% to…
Read case study โA mobile MVNO built end-to-end customer-acquisition + lifecycle on Marketing Cloud. Cost per acquisition down 28%; churn down 14 points.
Read case study โA tier-1 telco rolled out HRSD for 14,000 field engineers with mobile-first UX. Field-engineer NPS on HR services up 38 points.
Read case study โA tier-1 telco hardened 5G + SS7 protocol-layer security. SS7 fraud incidents down 84%; 5G slice security in production.
Read case study โA global telco modernized network operations with ServiceNow ITOM + AIOps. Mean time to repair down 56%; network engineers freed for higher-value…
Read case study โA tier-1 telco coordinated a $1.8B multi-year 5G rollout across 4 national markets via ServiceNow SPM. Site activation accelerated 27%; cross-market dependency…
Read case study โA telecom carrier embedded Now Assist into the NOC workflow โ summarizing related-incident chains and suggesting next-best diagnostic actions. Engineer onboarding-to-productive time…
Read case study โA telecom carrier built a white-glove Service Cloud experience for its top-100 enterprise accounts with named technical-account managers and 24ร7 dedicated escalation.
Read case study โA tier-1 telco split its ITSM into wholesale and retail operations on ServiceNow with separate SLAs, shared CMDB, and unified change management.
Read case study โA tier-1 telecom replaced legacy IVR with virtual agents on ServiceNow CSM. Result: 3M deflected calls, 4.8/5 CSAT in 90 days, and…
Read case study โEvery Mergen case study was written by a working practitioner. Want a conversation with one of them?
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