Case Study: YMCA of the Greater Twin Cities modernizes customer service and reduces paper use with Concurrency and ServiceNow CSM

YMCA of The Greater Twin Cities reduces paper use and modernizes customer service with Concurrency, Inc.

The YMCA of the Greater Twin Cities faced challenges with its expensive and difficult-to-maintain legacy Oracle customer service management platform. Seeking to modernize, they partnered with vendor Concurrency to implement a new solution based on the ServiceNow Customer Service Management (CSM) module.

Concurrency designed and implemented the ServiceNow CSM through a collaborative process, streamlining case management and creating custom forms to enhance user-friendliness. The results included significant time savings, a major reduction in paper usage, and a more intuitive process. Concurrency's solution also positioned the YMCA for future expansion and deeper system integrations.

YMCA of The Greater Twin Cities