The provider delivered managed IT, cybersecurity, and compliance services from an operational stack built on legacy tools like ConnectWise and a range of disconnected point systems. Many processes were manual, ad hoc, and siloed across business units, forcing teams to swivel-chair between tools and re-key data by hand. The result was operational inefficiency, inconsistent service delivery, and a fragmented customer experience.

Without a unified platform, data integrity and visibility suffered, and the business could not scale efficiently. Serving clients with stringent security and compliance requirements, the provider needed tight control and clear ownership of data across its service offerings.

To grow while maintaining service quality and compliance, the provider needed to consolidate these systems into a single, secure, and scalable platform with clean, well-owned data.

Konversational deployed ServiceNow TPSM as the unified foundation for the provider's customer service and internal IT operations. A branded customer portal gave clients a single place to log and track cases, engage across email, phone, and portal, self-register, and access knowledge. Case Management was configured with omni-channel routing, case types, Major Issue Management, and escalations, alongside a full ITSM suite and CSM-to-ITSM integration so customer issues flow seamlessly to the right internal teams.

Account Lifecycle Events drove structured customer onboarding with playbooks and Customer Success health dashboards, while a Customer Service Catalog and Knowledge Management improved self-service. On the platform foundation, Konversational configured a CSDM-aligned CMDB, domain separation for secure internal and external access, Azure Active Directory single sign-on and provisioning, platform branding, and the Instance Security Center.

Beyond service, the platform extended into the commercial workflow. ServiceNow CRM and Order Management managed the customer and order lifecycle end to end, with Salesforce and NetSuite integrated via Workflow Data Fabric so customer, order, and financial data flowed automatically between systems. This automated the path from onboarding and ordering through time tracking and billing, eliminating swivel-chairing and manual re-entry. Delivered using Konversational's NowCreate framework with agile sprints and an out-of-the-box, configure-not-customize approach, the platform displaced ConnectWise and a range of legacy tools.

The TPSM implementation gave the provider a centralized, scalable platform for both customer support and internal IT, replacing swivel-chairing and manual handoffs with structured, automated workflows. Customers and internal users now work from a single portal for onboarding, requests, incidents, and knowledge, improving transparency and responsiveness, while internal IT, delivery, and support teams collaborate through unified CSM and ITSM processes.

By bringing CRM and Order Management onto the same platform and integrating Salesforce and NetSuite, the provider automated the customer and order lifecycle from onboarding through ordering, time tracking, and billing, removing redundant re-entry, improving data accuracy, and accelerating billing cycles. Built-in reporting and KPIs gave the provider the ability to measure and monitor customer onboarding time, billing cycle efficiency, service request resolution time, and customer and agent satisfaction.

By consolidating legacy and siloed systems onto one CSDM-aligned platform, the provider increased the ROI on its technology investment and established a clean architecture with the ownership and data integrity its regulated clients demand. The foundation positions it to move into a continual service improvement model and adopt ongoing ServiceNow innovation, including Service Bridge, GenAI-driven operations, and Proactive Service Operations.