CASE STUDY

Specialty Retailer: 24×7 Managed Support Across 800-Store ServiceNow Estate

A specialty retailer outsourced 24×7 ServiceNow managed support to Mergen. SLA performance: 99.4% over 18 months; sustained operational improvement compounding.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Retail
Topics: 24×7 Support & Optimization · Servicenow
Published: May 2026
Headline outcome: 99.4% SLA performance: 99.4% sustained over…

Measured outcomes

What this programme actually delivered.

99.4%

SLA performance: 99.4% sustained over 18 months

+38

Customer satisfaction (internal): +38 NPS

28%

Cost per ticket: down 28% on operational improvements

The challenge

A specialty retailer’s ServiceNow estate (ITSM, ITOM, HRSD) spanned 800 stores + corporate. In-house Day-2 ops had been unsustainable; quality + SLA performance had eroded.

What Mergen delivered

24×7 managed-support engagement with follow-the-sun coverage. Performance-tuned SLA framework. Continuous improvement embedded in monthly reviews. Capacity and capability transferred over time.

Outcomes

SLA performance: 99.4% sustained over 18 months
Customer satisfaction (internal): +38 NPS
Platform performance metrics: improving quarter-over-quarter
Cost per ticket: down 28% on operational improvements

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Specialty Retailer: 24×7 Managed Support Across 800-Store ServiceNow Estate

What this programme actually delivered.

The challenge

What Mergen delivered

Outcomes

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