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 major airport authority unified IT, facilities, and stakeholder ops on ServiceNow โ 92M passengers annually, zero ops outages.
A top-10 global shipping line digitized port-call coordination across 380 ports โ voyage delays cut 22%.
Read case study โA major museum network with 21 institutions unified visitor experience + operations on ServiceNow โ 18M annual visitors.
Read case study โA major US zoo unified animal-care workflow with visitor experience on ServiceNow โ niche but real.
Read case study โA major US symphony orchestra unified patron experience on Salesforce โ subscription renewal +18%.
Read case study โ24 mid-sized US community banks formed a shared-services coalition on ServiceNow โ half the cost of going it alone.
Read case study โA US state Medicaid agency replaced 3 legacy intake systems with ServiceNow CSM โ 4.2M members, faster eligibility decisions.
Read case study โA flag-carrier airline rebuilt customer service after irregular-operations chaos โ CSAT +22 points and call AHT down 31%.
Read case study โA regional health plan rolled out CSM for member services across 2.4M members. Inquiry-resolution time down 38%; CMS Star Rating improved 1…
Read case study โA specialty MGA (Managing General Agent) coordinated brokers + carriers on ServiceNow CSM. Submission-to-quote cycle compressed 41%.
Read case study โAn industrial manufacturer rolled out CSM to support its 1,800-distributor network. Distributor-issue resolution down 51%; distributor revenue up 18%.
Read case study โA private bank deployed Now Assist on its 1,800 wealth advisors. Client-meeting prep time reduced 47%; cross-sell opportunity surfacing automated.
Read case study โA specialty pharma manufacturer launched patient-services hubs on ServiceNow CSM with HIPAA-compliant outreach. Time to first dose reduced 38%.
Read case study โA global hotel chain deployed ServiceNow CSM for guest-services operations across 1,200 properties. Guest-issue resolution time down 41%; loyalty-tier guest NPS up…
Read case study โA Big-4 consulting firm rolled out ServiceNow CSM for engagement management. Engagement margin visibility shifted from monthly to real-time.
Read case study โA B2B SaaS company implemented ServiceNow CSM for proactive customer success. Health-score-driven interventions cut churn 38%.
Read case study โA retailer rolled out CSM for store-operations support โ store managers raise tickets via mobile, district managers oversee resolution. Resolution time down…
Read case study โA specialty retailer used Now Assist to summarize and recommend actions on inventory exceptions across 800 stores. Exception resolution time reduced 56%.
Read case study โA global insurer deployed Now Assist on 2,400 claims-handler workstations. AI-assisted triage routes claims with 91% accuracy; handle time down 33%.
Read case study โA global wealth-management firm rebuilt complaint handling on ServiceNow CSM with FCA / FINRA-aligned audit trails. Closure rate within regulatory windows: 100%.
Read case study โA regional utility rebuilt customer-facing outage communications on CSM with proactive SMS notifications. Inbound call volume during outages dropped 64%.
Read case study โA 12-facility, 18,000-employee health system unified HR and patient services on ServiceNow โ cutting patient wait times 45% and lifting clinician satisfaction…
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 โMergen automated claims FNOL triage and assignment for a top-10 global P&C carrier. Fast-track cases close 5ร faster; leakage indicators dropped $8M…
Read case study โEvery Mergen case study was written by a working practitioner. Want a conversation with one of them?
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