The provider delivered managed IT services from an operational ecosystem built primarily on ConnectWise and augmented by a range of point tools. Processes were largely manual, ad hoc, and siloed across business units, forcing agents to swivel-chair between disconnected systems and re-key data by hand. This fragmentation created operational inefficiency, inconsistent service delivery, and a customer experience that varied from one interaction to the next.

The absence of a unified platform undermined data integrity and visibility and made it difficult to scale as the business grew and absorbed newly acquired companies. Infrastructure event storms were hard to manage and could not be reliably correlated to the customers they affected. Operating in healthcare, the provider also needed to maintain strict HIPAA compliance across customer data, which its disconnected toolset made harder to govern.

To grow profitably and deliver consistent service, 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 chat, self-register, access knowledge, and view real-time project status. Case Management was configured with playbooks, escalation paths, case types, Major Issue Management, and Advanced Work Assignment to route issues to the right teams, alongside a full ITSM suite covering Incident, Problem, Change, and Request with an IT Service Catalog.

The provider had no chat channel, and after seeing it in the design workshops chose to bring it into the first phase rather than license a separate tool. Konversational deployed Virtual Agent with Now Assist and Live Agent Chat, so customers can create, check, and update cases, request services, and search knowledge in a conversation, with handoff to live agents through dedicated Advanced Work Assignment queues. Now Assist capabilities, including chat and case summarization, resolution notes generation, knowledge generation, and reply recommendations, take routine write-up off agents' plates.

Customer Project and Portfolio Management enabled the provider to track professional services engagements end to end, with time tracking and approvals feeding rapid, consistent invoicing. Knowledge Management replaced the legacy documentation tool with customer-facing and internal knowledge bases. Foundation integrations included Azure Active Directory single sign-on and automated provisioning, inbound and outbound email, contact center phone-to-case, and one-way data sync via Workflow Data Fabric, bringing customer accounts, contacts, and entitlements in from the CRM and sending approved time to the finance system for billing.

A CSDM-aligned service portfolio with secure, account-based access controls protected both internal operations and external customer access while supporting HIPAA requirements and account portability. ITOM Event Management was deployed with alerting rules and automated case creation to tame event storms, with integrations to the provider's RMM tools populating the CMDB. Delivered using Konversational's NowCreate framework with agile sprints and an out-of-the-box, configure-not-customize approach, the platform displaced ConnectWise PSA and the surrounding point tools for documentation, customer feedback, reporting, and asset tracking.

The TPSM implementation gave the provider a centralized, scalable platform for both customer support and internal IT, replacing swivel-chairing and manual re-entry 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 cross-functional teams collaborate through unified CSM and ITSM processes. Virtual Agent gives customers a new, always-available route to raise and track cases, and Now Assist helps agents close chats and cases with less manual write-up.

Integrating CRM and ERP automated the flow from onboarding through time tracking and billing, eliminating 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 for the first time.

By consolidating legacy and siloed systems onto one CSDM-aligned platform, the provider significantly increased the ROI on its technology investment and established a clean, HIPAA-ready architecture designed for growth and reuse across service lines. The foundation positions it to adopt ongoing ServiceNow innovation, including Service Bridge, broader GenAI-driven operations, and Proactive Service Operations.