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Mergen named ServiceNow Elite Partner and Center of Excellence of the Year

INSIGHTS โ€” CASE STUDY

Customer transformations with measured outcomes.

How Mergen has helped tier-1 banks, insurers, manufacturers, health systems, telcos, and government agencies deliver measurable platform outcomes.

244 Case Studys published

244+ enterprise programmes
14 industries covered
$4.2B measurable outcomes
92% reference willing
All Analyst Mention / Award 5 Blog 65 Case Study 244 Newsletter 10 Press Release 16 Webinar / Event 39 Whitepaper / eBook 20

Why case studys from Mergen?

Built by the team actually doing the work.

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Measured outcomes

Every case study lists hard outcome metrics โ€” cycle time, cost, quality, NPS โ€” not soft win statements.

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Tier-1 enterprise scope

Programmes spanning Fortune-500 banks, top-10 insurers, global manufacturers, 32-hospital health systems.

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Reusable patterns

Each transformation distills into a repeatable architecture pattern โ€” codified in our delivery library.

Featured
Case Study

Commercial Real Estate REIT โ€” Facilities Workflow Across 1,400 Properties

A commercial real estate REIT unified facilities ops across 1,400 properties on ServiceNow Workplace Service Delivery.

May 9, 2026 Read case study โ†’
Browse by industry
BFSI 48 Healthcare 23 Public Sector 22 Retail 22 Manufacturing 22 Technology 16 Energy 14 Logistics 13 Media 12 Telecom 12
Browse by topic
Servicenow 84 Salesforce 43 Microsoft 31 Cybersecurity 26 CSM 24 Cloud Services 20 AWS 20 AI / ML 19 ITOM 18 SecOps / GRC 18

All Case Studys

243 total
Case Study ยท Public Sector

Major Airport Authority โ€” Operations Platform Modernization

A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow โ€” 92M passengers annually, zero ops outages.

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Case Study ยท Logistics

Global Shipping Line โ€” Port-Call Management on Now Platform

A top-10 global shipping line digitized port-call coordination across 380 ports โ€” voyage delays cut 22%.

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Case Study ยท Healthcare

Oncology Research Center โ€” Clinical Trial Operations on ServiceNow

A leading US oncology research center modernized clinical trial ops โ€” patient enrollment cycle time down 31%.

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Case Study ยท Public Sector

Major Museum Network โ€” Visitor Experience + Operations Platform

A major museum network with 21 institutions unified visitor experience + operations on ServiceNow โ€” 18M annual visitors.

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Case Study ยท Public Sector

Major Zoo Operations โ€” Animal-Care Workflow + Visitor Experience Platform

A major US zoo unified animal-care workflow with visitor experience on ServiceNow โ€” niche but real.

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Case Study ยท Public Sector

Major Symphony Orchestra โ€” Patron Experience Platform

A major US symphony orchestra unified patron experience on Salesforce โ€” subscription renewal +18%.

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Case Study ยท Education

K-12 School District โ€” ITSM + Employee Experience for 41,000 Educators

One of the largest US K-12 school districts unified IT + HR service for 41,000 educators across 320 schools.

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Case Study ยท Public Sector

State Medicaid Agency โ€” CSM for Member Eligibility Workflows

A US state Medicaid agency replaced 3 legacy intake systems with ServiceNow CSM โ€” 4.2M members, faster eligibility decisions.

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Case Study ยท BFSI

ServiceNow + Azure OpenAI Integration at a Top-30 European Bank

A regulated European bank wired Azure OpenAI into ServiceNow Now Assist for case-summarization while keeping data residency intact.

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Case Study ยท Pharmaceutical

Salesforce Data Cloud + Mulesoft Integration at a Top-20 Pharma

A top-20 pharma unified HCP data across Veeva, SAP, and 7 regional CRMs into Salesforce Data Cloud via Mulesoft โ€” without breaking…

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Case Study ยท Retail

Microsoft Fabric + Power Platform at a Top-50 Specialty Retailer

A specialty retailer modernized 87 store-ops apps onto Microsoft Fabric + Power Platform โ€” 6 months end-to-end.

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Case Study ยท Technology

Snowflake + ServiceNow ITOM Data Fabric for Operational Analytics

A SaaS firm streamed ITOM telemetry to Snowflake for cross-product operational analytics โ€” without overloading the ServiceNow instance.

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Case Study ยท BFSI

Databricks + ServiceNow CSDM for Service-Health Correlation

A retail bank correlated 18 observability tools to ServiceNow CSDM via Databricks โ€” service-health view that survived an outage drill.

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Case Study ยท BFSI

Community Bank Coalition โ€” Shared Now Platform Across 24 Mid-Sized Banks

24 mid-sized US community banks formed a shared-services coalition on ServiceNow โ€” half the cost of going it alone.

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Case Study ยท Technology

CRO Outcome โ€” Revenue Architecture for a $2B SaaS Firm

A high-growth SaaS firm rebuilt its revenue architecture as it crossed $2B ARR โ€” quote-to-cash now closes in hours, not days.

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Case Study ยท Manufacturing

General Counsel Outcome โ€” Legal Operations Modernization at a Fortune 50

A Fortune 50's 280-attorney legal department moved off email + SharePoint onto ServiceNow Legal Service Delivery โ€” matter cycle time down 32%.

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Case Study ยท Healthcare

CMO (Medical) Outcome โ€” Clinical Workflow Modernization at a 32-Hospital Health System

A 32-hospital health system tackled clinician burnout by moving non-clinical workflows off Epic and onto ServiceNow Healthcare Workflows.

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Case Study ยท transportation

Chief Customer Officer Outcome โ€” CSM Transformation at a Major Airline

A flag-carrier airline rebuilt customer service after irregular-operations chaos โ€” CSAT +22 points and call AHT down 31%.

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Case Study ยท BFSI

CTO Outcome โ€” Engineering Productivity Programme at a $5B Fintech

A $5B fintech's 4,400-engineer org adopted DORA-aligned SDLC governance on ServiceNow โ€” deploy frequency up 3.2x.

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Case Study ยท Technology

CIO Outcome โ€” CMDB Foundation Reset at a Fortune 200 Tech Firm

A Fortune 200 tech firm rebuilt its CMDB from scratch after 6 years of drift. New foundation supports 240,000 CIs with 91%…

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Case Study ยท Energy

CISO Outcome โ€” Zero-Trust Architecture for a North American Utility

A regulated utility delivered a 3-year zero-trust roadmap covering 38,000 employees and 12,000 OT assets โ€” including grid SCADA.

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Case Study ยท Pharmaceutical

CMO Outcome โ€” Marketing Cloud Consolidation at a Top-10 Pharma

A top-10 pharma consolidated 8 regional marketing automation tools into Salesforce Marketing Cloud + Data Cloud, with HCP-grade compliance.

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Case Study ยท Manufacturing

COO Outcome โ€” Supply Chain Resilience Programme at a Global CPG

A global CPG built a tier-1+tier-2 supplier-risk early warning system after 3 disruptive years (pandemic, Suez, Red Sea).

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Case Study ยท BFSI

CDO Outcome โ€” Data Platform Modernization at a Top-20 US Bank

A top-20 US bank modernized from 19 data warehouses + lakes to a single Azure Synapse + Data Cloud platform with 91%…

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