Banking
Global Bank
0
missed P1 SLAs in 18 months
Follow-the-sun coverage from 3 global delivery centers; sub-5-minute shift handoff.
Read Case Study →Three global delivery centers across the US, Europe, and India/APAC provide continuous ServiceNow coverage. Each handoff transfers structured ticket state, a written briefing, and a clear escalation path, rather than relying on informal messages between teams.
Explore CoverageMergen pods cover the bank's ServiceNow estate from London → Bangalore → Austin; shift handoff < 5 minutes per ticket queue.
Mergen's L1, L2, and L3 triage layers route every issue by topic, severity, and customer profile, guided by runbooks built for common scenarios. Service levels are enforced directly on the support platform, with no separate tracking spreadsheet involved.
Explore TriageMergen handles 1,200 ServiceNow support tickets/month with 94% first-shift resolution and < 15-minute P1 response.
Mergen instruments ServiceNow with ITOM, custom platform health monitors, and synthetic transactions that continuously test critical workflows. When behavior degrades, the support pod investigates immediately, often before a single user notices.
Explore MonitoringMergen synthetic transactions caught a discovery-job degradation 6 hours before users would have noticed. Patched same-shift.
Mergen runs quarterly performance reviews covering slow transaction analysis, table size profiling, business rule efficiency, and integration latency. Tuning targets are set by data, not by assumption about where the platform feels sluggish.
Run a Performance ReviewMergen tuned a clinical-incident form down from 8.4s to 1.2s p95 by refactoring 6 client scripts and 2 GlideAjax calls.
SLA-Backed
Mergen's service levels are contractually enforced and tracked directly on the platform. A missed SLA results in a credit, not an apology.
Sample SLA →Senior On-Call
Every support pod includes senior architects on-call at all times. Complex issues are resolved within the same shift rather than escalated through multiple tiers.
Pod Composition →Tooled-Up
Support pods operate on a shared incident platform and knowledge graph. Each resolved issue is captured and becomes part of the runbook library available to the next shift.
Tooling →Outcomes
Engagements are scoped to SLA performance, mean time to resolution, proactive catch rate, and overall platform health, reviewed with stakeholders every month.
How We Measure →SUPPORT SUCCESS
Real support outcomes — SLAs hit, incidents caught proactively, platforms tuned, users happier.
See All Support Stories →Global Bank
missed P1 SLAs in 18 months
Follow-the-sun coverage from 3 global delivery centers; sub-5-minute shift handoff.
Read Case Study →Insurance Carrier
first-shift resolution rate
1,200 tickets/month with < 15-minute P1 response and 94% first-shift resolution.
Read Case Study →Telecom Provider
incidents caught proactively
Synthetic transactions + custom monitors caught discovery-job degradation 6h early.
Read Case Study →Healthcare Network
form-load p95 (was 8.4s)
Performance review tuned a clinical-incident form via 6 client-script refactors.
Read Case Study →Mergen structures managed ServiceNow support around coverage, triage, proactive monitoring, and performance tuning, built to measurably outperform the status quo.
30-minute call with a senior support delivery lead.
We benchmark your current support metrics against tier-1 peers and identify quick wins.
See how Mergen pods sustain SLA performance and proactively improve platforms.
Fixed-SLA managed-support engagement scoped in 48 hours.