Wavenet’s rapid growth, particularly following its acquisition of Daisy Corporate Services, exposed critical weaknesses in its fragmented and overstretched operational systems. The reliance on a mix of ConnectWise, Hubspot, and a heavily customized legacy ServiceNow instance created inefficiencies, limited scalability, and slowed innovation. Manual processes, lack of real-time visibility, and conflicting team requirements compounded operational friction. To support 22,000 customers and future growth without increasing headcount, Wavenet needed to consolidate and modernize its service delivery by building a new, flexible, scalable ServiceNow environment based on best practices.

To support Wavenet’s post-merger growth and operational reset, Konversational designed and implemented a new, out-of-the-box ServiceNow instance, replacing ConnectWise and Daisy’s legacy systems with minimal customization to ensure scalability and clean governance. The solution deployed TPSM Pro for ITSM and CSM, ITOM Pro for intelligent operations, Knowledge Management to consolidate service content, Event Management integrated with LogicMonitor for proactive incident handling, and a new customer portal to streamline service access. A custom CI import flow enabled asset migration from ConnectWise, while agile delivery methods and strong collaboration with Daisy ensured Phase One was completed in just 11 weeks.

Looking ahead, Phase Two will deploy Field Service Management (FSM) and Sales and Order Management (SOM) to automate end-to-end service delivery and quote-to-cash operations, allowing Wavenet to scale efficiently without expanding headcount.

In just 11 weeks, Wavenet’s ServiceNow deployment delivered rapid and measurable results. By integrating LogicMonitor for real-time event detection and automated incident creation, Wavenet significantly reduced resolution times for critical issues. Service operations were streamlined through the consolidation of ITSM and CSM into a single platform, eliminating duplication and manual handoffs while boosting productivity. A fresh ServiceNow instance allowed Wavenet to avoid inherited technical debt from Daisy and provided full control over platform architecture and governance.

Built with minimal customization and aligned to best practices, the solution created a scalable, future-ready environment primed for GenAI, automation, and portal expansion. Phase Two will extend transformation into Sales and Order Management (SOM), automating quote-to-cash processes to support growth without increasing headcount. Seamless, agile collaboration between Wavenet, Daisy, and Konversational ensured fast, aligned delivery across complex workstreams, unlocking the agility, visibility, and scalability needed to serve 22,000 customers and drive accelerated business growth.