The situation
The client’s platform is used by institutional investors worldwide, and every new customer goes through a substantial onboarding and delivery journey before reaching steady-state support. Support was already running on ServiceNow CSM. Delivery was not.
During onboarding, clients emailed individual project contacts and distribution lists. A single question could generate a dozen replies or be missed entirely, and nobody had a reliable view of what had been asked and answered. The frustration hit during onboarding, the customer’s first impression of the platform.
What we did
We implemented customer project management on the delivered CSM and SPM integration, with no custom project model:
- CSM case types tied to SPM projects, so every client request lives against the actual delivery project and its milestones
- A new self-service portal intake for customers in onboarding, replacing emails to project contacts and distribution lists
- Routing and assignment rules so requests reach the team staffed on that client’s project instead of a mailbox
- An integration with the client’s homegrown resource management system, driving project assignment from real staffing data
- Metrics, reporting, and analytics across the delivery portfolio, visibility that email never provided
Project completion transitions the customer into the existing CSM support model. Onboarding, delivery milestones, and steady-state support now run on one platform.
Results
- One front door for clients in onboarding, replacing project contacts and distribution lists
- Requests routed by actual project staffing, ending the misses and duplicate replies that email produced
- Delivery leadership gained portfolio-wide reporting on milestones, workload, and client requests
- Delivered CSM and SPM functionality throughout, keeping the client’s upgrade path clean
- Live four months after kickoff, from February start to June go-live