Measured outcomes
Member NPS +21 points
Cross-institution loan cycle time down 44%
Member services cost per query down 38%
Annual member retention +4 points
21 affiliated museums, 18M annual visitors, no unified operations or visitor-experience platform. Member services + ticketing + facilities + collection management each ran separate systems. The network’s strategic mandate was “act as one” — but the systems forced “act as 21”.
ServiceNow as the unified ops + member-services layer. Member portal (web + mobile) across all 21 institutions. Facilities + IT + ops workflow shared. Collection-management integration for cross-institution loans + research. Donor + fundraising integration for member experience.
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