Case Study: CDL achieves 100x faster customer request processing and 97% SLA with ServiceNow

CDL takes a customer-first approach with ServiceNow

Cheshire Datasystems Ltd. (CDL), a 680‑employee market leader in the insurance sector based in Stockport, UK, wanted to turn its technology advantage into a standout customer experience. Rapid client growth had turned the service desk into a bottleneck—manual processes meant requests could take up to eight hours to process, generating high volumes of calls and emails and limiting scalability.

CDL selected ServiceNow Customer Service Management (with KPMG for fast deployment) to deliver a 24/7 self‑service portal, automated triage and workflows, and a searchable knowledge library. The change cut request processing to about five minutes, halved incoming calls and emails, achieved a 97% incident‑resolution SLA within four months, automated reporting, and opened the door to wider integrations and company‑wide service improvements.

CDL

Clive Simpson

Head of Service Management