Case Study: Denovo achieves streamlined, branded service delivery with Cloud Sherpas and ServiceNow

Denovo Finds IT Game Changer in ServiceNow

Denovo, a SaaS ERP provider for small to mid-market companies, was struggling with multiple legacy ticketing systems that made it difficult to track requests, standardize service, and produce consistent reporting. To solve this, Denovo turned to Cloud Sherpas and ServiceNow, including the ServiceNow CMS application, to create a more unified and branded self-service experience.

Cloud Sherpas helped Denovo implement a scalable ServiceNow instance in just two months using its CMS EXCELerator framework and best-practice approach. The result was a set of custom portals for clients, improved service visibility, and a rise in portal-submitted incidents from about 1% to 13% in six months, reducing inbound calls to the service desk.

Denovo

Jon Becker

Director of Operational Excellence