There’s no denying cyber security threats are on the rise – if it seems like hackers are hitting some of the largest enterprises across the globe, it’s because they are. And business leaders are taking note. Last year Gartner insight projected that businesses would spend more than $123 billion on security in 2020 with projections that spend would grow to $170.4 billion by 2022. Facing more cybersecurity threats than ever before, today’s businesses must protect themselves to stay afloat.
Growing Pains: A New CSM Solution for a Growing Cybersecurity Firm
More relevant than ever amidst these increasing cyber security threats, this global cybersecurity firm provides advanced threat intelligence for large companies, along with comprehensive managed security service, cyber forensics, and incident response services for smaller businesses.
To manage their skyrocketing customer base, this Managed Security Services Provider (MSSP) needed a customer service management solution to scale and expand with them. When faced with the company’s swift growth, their previous CSM approach – which relied on multiple systems to manage their customers, including a homegrown customer facing portal, Demisto, Salesforce, Slack and Jira – couldn’t stack up against the necessity to scale.
This divided, decentralized system also lacked visibility into customer cases while swiveling across various systems, and eventually began impacting the client’s ability to serve their customers. Knowing they needed to deliver a streamlined, modern customer experience, the cybersecurity firm set their sights on a new CSM approach.
Paving their Path to ServiceNow
As a high-growth company with a fast-paced environment, this client team was extremely concerned about quickly finding a sustainable solution to replace their previous CSM tool that was already failing on a nearly weekly basis. In fact, the client even originally debated building out their own internal solution but after recognizing the challenges associated with creating and maintaining a solution to support their rapidly-expanding customer base, the client ultimately recognized the ServiceNow platform (and its reliable ability to scale) as the true key to unlocking CSM success.
Referred to Acorio by a ServiceNow rep, this client was looking for a strong partner to help them find a true solution. Aside from the ServiceNow referral, Acorio was selected as this client’s go-to partner for the project based on our professionalism and extensive expertise – both strategic and technical – demonstrated during presales cycles.
Planning for Success
The client’s goals boiled down into three key objectives:
- Modernize their customer case management processes for SecOps support by migrating service request, health and SOC workflows to ServiceNow
- Streamline collaboration and communication between internal platforms by integrating ServiceNow with Demisto and Salesforce
- Configure a scalable solution to onboard customers who have the requirement to ticket-share for customer support
To Acorio’s knowledge, this was the first ServiceNow project to integrate CSM with SecOps. Aside from navigating this uncharted territory, the client’s technical environment was very complex with 3 distinct lines of business. Although one greater enterprise, this client is organized into three major businesses, each with a different face and focus:
- Managed security group
- Brand protection group
- Third party risk group
Each of these three lines of business required multiple integrations and external portals.
A Modern CSM & SecOps Solution
This client’s new CSM and SecOps solution now supports each of these multiple service lines by catering to each business unit’s respective rules, processes, data requirements.
While ServiceNow’s original CSM solution only solved for one face of a company, the platform has since introduced case types for organizations with sub companies/multiple faces allowing CSM to serve multiple sub companies on a single platform without collisions. By providing centralized and individualized service simultaneously, ServiceNow’s CSM tool gives clients the best of both worlds.
This specific project required several key integrations. After defining and establishing the necessary integrations, the project team worked diligently to align them with the customer’s new CSM and SecOps solution. One example is the client’s new Demisto integration. Redefining their standard of customer support, this integration proactively creates cases by sending inbound health and security alerts. The Acorio team also defined and configured two AE bonding spoke for one customer to share cases with the client’s team process. This defined a framework with training and enablement for future customer onboarding.
By implementing ServiceNow CSM with the client’s existing Customer Portal, their customers can now elect support on the channel of their choice, including phone, email, and portal. The new solution also handles the client’s high volume of alerts (approximately 300,000 monthly) with ease.
Acorio also complete an assessment during the project’s build and story testing phase to further examine their current state and suggest best practices and guidance without incurring technical debt. This catalyzed organizational change for thinking through processes.
Delivering True Client Support
Unlike their previous CSM/Security-focused tool that failed to handle their continued growth, this client now has a robust solution that serves as the heartbeat of all their services by providing critical services to their growing customer base.
The first ServiceNow project to ever integrate CSM and SecOps, this implementation serves as the heartbeat of this organization’s services powering the growth and expansion of their customer support services. As for the Acorio team, we’re thrilled to break ground as the first group to connect SecOps with CSM. This challenge put our people to the test, and they dove in with full confidence in their technical and strategic abilities to not only deliver a successful implementation, but establish best practices along the way so we can do it again in the future.
Looking Ahead: Future Plans for ServiceNow
This client now has a reliable CSM solution with a support system that doesn’t crash on a weekly basis like their previous system; automates the onboarding & offboarding of clients; and has the ability to scale with and support their rapid client growth. Thrilled with their new ServiceNow tool, this client has even more plans for their future with the platform, including expanding customer support by developing applications for clients to be published on the ServiceNow app store. This will allow clients the ability to directly connect with their organization’s ServiceNow data.
Key Takeaways for Success
This project demonstrates ServiceNow’s tremendous integration capabilities, handling the multiple CSM integrations across Demisto and two additional custom integrations to help with the customer’s onboarding process.
Aside from the skilled team and powerful ServiceNow platform, the client’s executive buy-in was a crucial component of their success. Deeply committed to real transformation, this client team was clearly aligned and focused on their goals. Furthermore, their bimonthly meetings with the firm’s CTO and Head of Operations enabled quick adjustments and flexibility. Just another example that buy-in and hands-on participation from executive sponsors can make all the difference in digital transformation projects.
Looking for more case studies? Check out this case study bundle with 12 of our favorite case studies from 2021.