Case Study: a global hospitality leader achieves standardized customer service and 35% fewer service tickets with Cybage ServiceNow implementation

a global hospitality leader cuts service tickets by 35% with Cybage

Cybage assisted a global hospitality leader, a powerhouse with over 50 years in the business and tie-ups with more than 5,000 hotels, to overcome bottlenecks from manual processes. The customer needed to decentralize services, improve departmental collaboration, and increase operational efficiency on a global scale.

The solution implemented by Cybage involved standardizing workflows and rolling out ServiceNow for ITSM and CSM. This included refining the service catalogue, implementing knowledge management, and creating API integrations. As a result, Cybage helped the customer achieve a 35% reduction in overall service tickets, fully automate 60% of service requests, and significantly improve mean time to resolution and brand loyalty through a globally consistent platform.