Measured outcomes
Volunteer scheduling efficiency +34%
Member experience NPS +14 points
Fundraising conversion rate +9%
The zoo’s animal-care team operated on paper-based protocols + Excel records. Visitor experience ran on a separate ticketing/membership platform. Fundraising ran on yet another. The Director wanted unified workflow without disrupting animal care quality.
ServiceNow as the unified workflow layer. Animal-care workflow (with veterinarian + keeper input) for routine + critical care events. Visitor portal for ticketing, membership, education programs. Volunteer scheduling workflow. Fundraising case-management integration.
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