Case Studies & Outcomes
We specialise in orchestrating complex enterprise workflows across the ServiceNow ecosystem. Our case studies demonstrate how our senior-led, fixed-scope methodology secures measurable commercial value—from maturing Core ITSM and Platform Governance to deploying high-performance CRM, CPQ, and Agentic AI environments for EMEA enterprises navigating large-scale digital transformation.
Financial Services / FinTech / Revenue Orchestration
A global FinTech digital platform required a transformation to manage highly complex product hierarchies and dependency rules. The organisation struggled with manual, error-prone quoting and a heavy reliance on a few senior architects to validate configurations. Leadership mandated an AI-assisted CPQ transformation to reduce expert dependency while maintaining absolute technical accuracy and enterprise governance.
70% reduction in configuration errors by implementing a deterministic rule engine augmented by AI reasoning.
40% faster quote turnaround time, allowing sales to move from intent to proposal in record time.
30% fewer approval escalations due to AI-driven exception analysis and justification scoring.
Improved Sales Empowerment as users can now input requirements in natural language without deep technical knowledge.
The client faced "brittle" static rule engines unable to handle contextual scenarios or explain why specific configurations were invalid. With hundreds of SKUs and region-specific pricing, sales cycles were stalled by frequent rework and a poor handoff between Sales, Legal, and Finance. Traditional CPQ tools lacked the reasoning capability to dynamically interpret customer intent from RFPs or emails.
We executed a Workflow-to-Value Sprint implementing ServiceNow CPQ as the deterministic engine for pricing and eligibility. This was augmented by integrating Anthropic Claude as a probabilistic reasoning layer to interpret customer intent and provide guided configuration.
By using ServiceNow Sales and Order Management (SOM) for backend orchestration, we created a "Human-in-the-loop" ecosystem where AI explains invalidity in plain business language, suggests corrective actions, and auto-generates executive summaries for final proposals. This clear boundary between execution and intelligence ensures scalable enterprise governance.
Healthcare / Patient Experience / Revenue Operations
A large multi-specialty healthcare provider network struggled to manage patient onboarding, care package selection, and insurance validation across regions. Each treatment plan involved complex combinations of procedures, diagnostics, and regulatory constraints, making manual processing inefficient and leading to significant billing disputes.
60–70% reduction in patient onboarding and care package creation time.
Zero invalid treatment quotations, eliminating downstream billing disputes.
Faster insurance approvals, significantly improving patient admission turnaround.
End-to-end traceability of care decisions to support audits and clinical compliance.
Manual patient intake and treatment configuration by front-office staff led to inconsistent pricing across varying insurance plans and payer contracts. Delays in prior-authorisation approvals from insurers hampered the patient experience, while a lack of a unified audit trail created regulatory risks.
We implemented ServiceNow CRM as a centralised platform for patient records and integrated ServiceNow CPQ to configure personalised treatment packages. By leveraging a rules-driven engine to enforce insurance eligibility and clinical compliance, we built a guided intake experience. This automated prior-authorisation checks and pricing calculations, ensuring transparency and accuracy from the moment of intake.
Business Solutions / App Engine / Internal Operations
A business solutions organisation required a digitised internal ecosystem to optimise their Entrepreneurial Operating System (EOS) framework. The company struggled with inefficient meeting cultures where excessive time was spent on minor tasks, leading to poor agenda prioritisation and stalled organisational momentum.
Enhanced Accountability: Centralised data provided total visibility into company goals, issue tracking, and task management.
Efficient Time Utilisation: Organisations saved significant time by strictly adhering to automated, pre-set meeting agenda points.
Automated Governance: Instant generation and distribution of "Minutes of Meeting" (MoM) provided a clear, auditable record of all decisions.
Widespread Adoption: An intuitive, user-friendly interface design ensured the platform was rapidly embraced across the entire organisation.
The client relied on manual processes to track their six key EOS components: Vision, People, Data, Issues, Process, and Traction. Internal meetings were frequently derailed by a lack of structure, with key stakeholders spending too much time on single issues while neglecting other high-priority agenda items. There was no central "single source of truth" for scorecard measurables or long-term "Rocks".
We executed a 90-day Custom App Sprint using the ServiceNow App Engine to build a dedicated EOS Meeting Management module. We digitised the Vision/Traction Organiser (VTO) to provide a clear view of long-term targets and core values while implementing a real-time meeting workspace with automated timers for each agenda item. The solution integrated dynamic scorecards with personal and company-wide views alongside an automated accountability chart to visualise roles and responsibilities for over 140 employees.
