Our portfolio of case studies

Challenge

Manual handling of high-volume finance and AP requests through scattered email inboxes led to delayed task assignments, limited visibility, and high administrative overhead.

Solution

Transitioned over 45+ inboxes and implemented 50+ assignment groups, 13+ dynamic forms, and automated email intake controls into ServiceNow. Phase 3 expanded the solution with dedicated forms such as Ethics Committee, HR Vendor, and iExpense Requests, together with regional routing queues.

Impact & Results

• 500+ hours saved per month.
• Reduced assignment delays through dynamic workload distribution.
• Real-time visibility into agent utilization and queue performance.

Challenge

Managing quality issue and audit system access required strictly controlled, role-based permissions. Manual processing created administrative bottlenecks.

Solution

Integrated TrackWise Digital access provisioning directly into ServiceNow, automating access requests, approval workflows, and role assignments.

Impact & Results

• 150+ hours saved per month.
• Eliminated manual intervention while improving auditability and compliance.
• Ensured controlled, role-based security across system licenses.

Challenge

Time-sensitive validation requests were managed through shared Outlook inboxes, resulting in manual tracking, scattered email threads, and risk to First Patient First Visit (FPFV) timelines.

Solution

Replaced shared email inboxes with a centralized ServiceNow workflow for structured request submission, prioritization, and real-time tracking.

Impact & Results

• Accelerated turnaround times for critical study setups.
• Eliminated missed communications through centralized request queues.
• Enhanced end-to-end visibility into team capacity and workload.

Challenge

Complex employee navigation for system access, approval delegations, and internal news updates caused friction and unnecessary support overhead.

Solution

Redesigned the ServiceNow Employee Center with guided “My Access” tours, integrated News Center feeds, explicit delegate selections using Name and Email, and centralized “My Approvals” and “My Storage Archives” views.

Impact & Results

• Streamlined access discovery and reduced system navigation friction.
• Enhanced approval velocity through bulk Approve/Reject actions and precise delegation.
• Unified organizational communication through the primary intranet portal.

Challenge

Stolen or missing laptops and mobile devices posed immediate compliance and data breach risks if devices were not locked rapidly.

Solution

Built an automated workflow in ServiceNow integrated with JAMF and Microsoft Intune to instantly lock reported lost or stolen devices and alert IT Security.

Impact & Results

• Immediate automated device locking after employee submission.
• Real-time alerts sent directly to IT Security and support desks.
• Enhanced regulatory compliance and data loss prevention.

Challenge

Manual access provisioning and role updates for clinical data platforms caused onboarding delays and inconsistent permissions.

Solution

Automated account creation, site assignments, role updates, and approvals using custom ServiceNow workflows.

Impact & Results

• Streamlined onboarding for internal and external clinical users.
• Enforced structured approval hierarchies to support strict regulatory compliance.
• Automated failure-handling mechanisms for faster issue resolution.

Challenge

Ticket coordinators spent significant manual effort reviewing, categorizing, and assigning incoming support tickets to individual technicians.

Solution

Deployed ServiceNow Advanced Work Assignment (AWA) to automatically route incoming incidents and chats based on agent capacity, availability, and skill set.

Impact & Results

• Reduced ticket assignment times from hours to minutes.
• Optimized workload distribution across global support personnel.
• Significantly improved SLA compliance and response speeds.

Challenge

Handling hundreds of global requests through Freshdesk and Outlook resulted in fragmented data, manual categorization, and limited visibility into team capacity.

Solution

Migrated request intake and management entirely into ServiceNow ITSM with standardized request forms and real-time dashboard reporting.

Impact & Results

• 140 hours saved per month.
• Centralized request tracking with complete visibility into workload and compliance metrics.
• Standardized service delivery across global teams.

Challenge

Retiring legacy telephony required modernizing helpdesk support for IRT clinical studies without risking missed SLAs or audit gaps.

Solution

Migrated the Help Desk to ServiceNow CSM, integrating Genesys telephony for caller identification, DocuSign for data change forms, and automated email case creation.

Impact & Results

• Faster turnaround times for critical clinical study requests.
• Advanced real-time KPI tracking and executive dashboard metrics.
• Reduced audit risk through centralized, compliant case documentation.

Challenge

Extracting, updating, and reporting protocol deviations for clinical studies required manual tracking and data entry into downstream systems.

Solution

Built an automated ServiceNow workflow to handle study additions and removals, extract deviation data, and automatically feed details into the downstream SCE Workbench.

Impact & Results

• End-to-end automation of protocol deviation reporting.
• Eliminated manual data extraction errors.
• Seamless, real-time availability of compliance data for clinical teams.

Challenge

Coordinating cross-company meetings required tedious manual email exchanges because participating organizations lacked shared calendar visibility.

Solution

Enabled secure Exchange Mail Contact Calendar Federation through ServiceNow, allowing real-time Free/Busy status visibility while maintaining strict enterprise security boundaries.

Impact & Results

• Eliminated back-and-forth scheduling communications.
• Accelerated sponsor collaboration.
• Maintained enterprise data privacy and security boundaries.