Case Study: Boral achieves 20%+ increase in self-service portal use and improved IT visibility with Cherwell Software

Boral improving employee productivity and experience working with IT

Boral, Australia’s largest construction materials company with over 400 sites and 5,000 employees, needed a better way to support its widely distributed workforce. Its existing self-service portal had poor search and navigation, making it hard to find catalog items; Boral required a quick-to-deploy ITSM solution focused on configuration (not heavy customization) as part of a broader end-user transformation.

Working with Cherwell and partner Service Dynamics, Boral launched a three-month pilot covering 100+ catalog items, approvals, incident/request fulfillment, and knowledge/configuration management, and introduced the Boral Assist Portal. The new platform increased self-service submissions by more than 20% in the first three months, improved request tracking, data quality, management visibility and accountability, and is being extended to asset, problem and change management.

Boral