OneAdvanced faced major operational hurdles across customer support, platform services, engineering, finance, and sales due to a fragmented legacy environment. Core systems included a heavily customised Salesforce instance, Excel spreadsheets for order and billing management, Outlook shared mailboxes for internal communication, a disconnected legacy telephony system with 50+ phone lines, and isolated use of JIRA for issue tracking. Finance operations ran separately through NetSuite, creating duplication and delays.

This outdated setup led to slow response times, inconsistent customer experiences, and heavy reliance on manual processes - making it increasingly difficult for OneAdvanced to scale, innovate, or deliver efficient, high-quality service.

To overcome legacy system challenges, OneAdvanced partnered with ServiceNow and Konversational to deliver a fully integrated, AI-powered operational platform. Phase one of the transformation unified workflows across IT, customer support, finance, and sales, partially replatforming Salesforce CRM and centralising case management through ServiceNow. Disconnected telephony systems were consolidated into an omnichannel agent workspace, and manual Excel-based processes for billing, orders, and case tracking were automated with ServiceNow and NetSuite integration. Outlook shared mailboxes were replaced by intelligent case routing, and isolated JIRA tracking was unified within ServiceNow.

AI capabilities like real-time transcription, case summarisation, and resolution generation boosted agent responsiveness, while a new tiered support model improved personalisation and operational efficiency. Delivered in just five months using an agile approach, the project positioned OneAdvanced as an early adopter of ServiceNow’s Washington GenAI release and set a new standard for scalable, efficient service operations.

OneAdvanced’s transformation delivered immediate and measurable improvements by moving beyond Salesforce and legacy processes that had long limited efficiency and growth. By eliminating manual workflows in Excel, Outlook, and fragmented systems, administrative overhead and error rates across order management, billing, and service handoffs were significantly reduced. Customer experience was elevated through consolidated telephony and omnichannel support on ServiceNow, enabling faster and more consistent interactions that improved satisfaction scores.

AI-driven innovations such as voice-to-text transcription, case summarisation, and automated resolution notes accelerated agent productivity and shortened case resolution times. Unified workflows and real-time data visibility allowed OneAdvanced to onboard new customers and employees faster, removing reliance on institutional knowledge tied to outdated systems. Financial operations were streamlined by automating the order-to-cash process and integrating ServiceNow with NetSuite, leading to faster billing cycles, improved accuracy, and stronger financial reporting.

Collaboration and transparency improved dramatically by replacing isolated JIRA instances and shared mailboxes with a unified, real-time view of work. By centralising customer support, platform services, engineering, finance, and sales onto a single modern platform, OneAdvanced gained the strategic agility to proactively manage customer needs and quickly adopt future innovations, including ServiceNow’s GenAI capabilities. In just five months, OneAdvanced didn’t just modernise their systems—they fundamentally redefined how they deliver service excellence, positioning themselves as a market leader in AI-powered workflow transformation.