2021 Go-Live Roundup and Recap: 6 ServiceNow Success Stories

They say don’t dwell on the past, but we couldn’t pass up the chance to showcase these client success stories from last quarter. One of my favorite parts of the new year is being able to reflect on last year’s highs and lows, and we were fortunate to see many highs in 2021. Thanks to our clients’ aim to transform their businesses, last year was a year of growth for Acorio, — and we have even higher hopes for 2022.

For our first Go-Live Roundup blog of the year, we’re rounding up some of our most recent projects and then taking a trip down memory lane to recap some of our 2021 favorites.


1. HRSD for Healthcare Organization

This not-for-profit healthcare organization returned to Acorio with the task of transforming its employee and HR Operations experience.

The Acorio team worked diligently to implement the following deliverables: HRSD Solution, Employee Service Center, Agent Workspace, Case Management, Live Chat, Virtual Agent, UKG Integration, and more. The outcomes of the new products will aid the client in reducing the number of touchpoints between employees and HR, upgrade from separate productivity apps to one single platform, and generally enable the HR team to focus more on strategic activity.

Thanks to our amazing project and client teams, the solution was implemented on time and slightly under budget!

2. IT Finance Automation for Private University

With a main and several regional campuses, this private university is home to dozens of thousands of students.

The US and Spain Acorio teams worked together with this client to consolidate and automate their financial system, improve the self-service experience for employees through a custom application, and altogether reduce the workload for their internal teams. In addition, the team created processes to not only manage case workloads but also submit case documents to the Finance and Chancellor groups — easily creating a case.

Overall, the solution improved several financial processes and helped streamline task management for the university’s Finance and Chancellor groups — both of which are new to the ServiceNow platform!

3. Enterprise Support for American Chain Restaurant

You could say this national chain restaurant has something of a cult following — serving millions yearly with thousands of locations nationwide.

Originally engaging with Acorio in early 2020, this client returned to the A-team to implement ServiceNow CSM to create a more seamless workflow between restaurant management and the chain’s support center.

The Acorio team provided solutions through process mapping for several departments, including kitchen, customer and financial consulting, and welfare benefits. Throughout the process, the team was able to assist and complete this client with multiple successful go-lives.

Our team leaders are excited to keep partnering with this client as they continue to transform their operational processes.


Now that everyone’s caught up, let’s dive into the past and review three of our favorite Go-Lives from 2021, which were surprisingly hard to narrow down considering all of the amazing work our project and client teams completed last year.

1. Advisory & ITSM Transformation for Regional Healthcare Network

Talk about a New Year’s Resolution! While this nonprofit healthcare network was new to ServiceNow, they were dedicated to adopting best practices to ensure efficiency, scale, and quality in their solution.

Through our Advisory service, we worked with this client to implement a Service Management Office to govern and operationalize their service management practice. The baton was then passed to our implementation team to configure and deploy ITSM applications to support the processes, an enhanced user experience via the Service Portal, and the Agent Workspace to streamline the service desk.

During the project timeline, the client made a major shift to a remote workforce in response to COVID, but this change didn’t stop our project team from delivering a successful solution.

2. HR and Change Management for Global File Hosting Services Company  

In 2021, this client became dedicated to their ServiceNow transformation and migration to the platform. In this Go-Live, they specifically wanted to move away from their numerous Zendesk instances and other tools for managing work, to further modernize their employees’ user experience.

Since this was a returning client, the Acorio team was also tasked with living up to the high standard set on a previous project. Unsurprisingly, they delivered and signed two additional deals with this client. Safe to say 2021 was a year of transformation for this client!

3. ITSM Center of Excellence Support for American Health Insurance Company 

You could say the A-team and this client are going steady, as this Go-Live marked Acorio’s 20th project with this national health insurance company since 2018.

For this specific implementation, the client was looking for support on their ITSM Center of Excellence. The project was broken down into three objectives, including Demand Management, Release Management, and Automated Test Framework and once again the client was extremely happy with the time, support, and deliverables provided by the project team.

Thanks for coming along with us on our first Go-Live Roundup of the year! We can’t wait to see what’s in store for our team and clients in 2022. In the meantime, check out these 5 use cases and checklists for getting the right ServiceNow support this year.