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.
24 mid-sized US community banks formed a shared-services coalition on ServiceNow โ half the cost of going it alone.
Read case study โOne of the largest US K-12 school districts unified IT + HR service for 41,000 educators across 320 schools.
Read case study โA Division 1 university athletics department deployed ITSM for athletics-specific operations โ broadcasting, recruiting tech, athlete-data systems.
Read case study โA cable MSO with mobile-virtual-network operations unified ITSM across cable + wireless service desks. Cross-product issue resolution dropped 56%.
Read case study โA specialty pharmacy chain modernized IT service management across 480 locations. Pharmacy-system uptime 99.99%; tech-related dispensing errors down 64%.
Read case study โA national mortgage servicer with 2M loans modernized borrower-facing IT operations on ServiceNow ITSM. CFPB complaint rate dropped 38%.
Read case study โA mid-market manufacturer (3,200 employees) deployed ServiceNow ITSM in 14 weeks fixed-scope. Live on plan, on budget; no surprise change orders.
Read case study โA commercial REIT unified property-management IT service desk across 240 properties on ServiceNow ITSM. Tenant-issue resolution time down 47%.
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 rolled out 4 ServiceNow modules in waves over 18 months. Each wave shipped on schedule with stakeholder reviews every…
Read case study โA 9-hospital network unified four legacy service desks onto a single ServiceNow ITSM instance with clinician-grade SLAs. Critical-incident MTTR dropped from 38…
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 multi-line insurer consolidated 7 legacy ITSM tools spanning life, P&C, and reinsurance lines onto ServiceNow. $4.2M annual tooling savings; uniform SLAs.
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 12-week ITSM rollout for 40,000 users at a Fortune 500 bank โ saving $2.5M annually through tooling consolidation and process automation.
Read case study โEvery Mergen case study was written by a working practitioner. Want a conversation with one of them?
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