Leading US hospitality company reduces operating cost by 30% with Virtusa’s ServiceNow extreme automation implementation
Despite internally designing and constructing ServiceNow, the client faced many architectural and design challenges that lead to high operational costs and low customer satisfaction.
Virtusa instantiated the ServiceNow team to refactor and disentangle the current system. We also conducted an OCM on end-user focus groups to obtain feedback on real-world usage. With our collaboration, the client’s backlog was reduced by 75%, while its operating costs were lowered by 30%. Moreover, its MTTR average was also reduced from ~5 days to 8 hours, leading to a significant uplift in client satisfaction.