Case Study: Merck streamlines multi-department service portals with NewRocket

Merck unifies 6 portals with NewRocket across 70 countries

Merck, a German multinational pharmaceutical company, faced the challenge of unifying six disparate departmental service portals that lacked common aesthetics and functionality. They needed a single portal experience that streamlined inter-departmental processes while still allowing for future growth and departmental autonomy. To solve this, Merck partnered with NewRocket to develop a new ServiceNow Service Portal.

NewRocket implemented a solution featuring a consolidated ticket system and a customized dashboard for efficient service catalog navigation. They also incorporated subsidiary impersonation features and used their own translation tool to support Merck's global workforce across 70 countries. The result was a modern, organized, and unified portal that improved processes and communication for thousands of employees.

Merck