Case Study: Banner Health achieves faster, more transparent contract management and improved patient outcomes with ServiceNow

Banner Health automates contract management using ServiceNow to drive better patient outcomes

Banner Health, a U.S. non-profit healthcare system with 50,000 employees, faced slow, opaque contract processes that relied on emails, spreadsheets, and a cumbersome homegrown system. Manual workflows forced staff to collect roughly 150 data points per contract, creating delays and limited visibility that hindered efficient delivery of patient care.

Banner built a custom contract-management application on the ServiceNow Now Platform to automate the end-to-end lifecycle: contract-type forms reduced inputs to 30–40 fields, automated routing and approvals, a centralized contract portal, and lifecycle triggers for renewals, amendments, and expirations. The result is faster, more transparent contracting with reduced processing effort, better legal and business workflows, and a foundation to automate provider compensation tied to contract performance—improving provider satisfaction and supporting better patient outcomes.

Banner Health

Joe Heinzman

Senior Technology Manager