Case Study: Commercial Real Estate Leader achieves $2.2B in new customer revenue and lower TCO with ServiceNow

Commercial Real Estate Leader Drives $2.2 Billion in New Customer Revenue Using ServiceNow Platform

One of the world’s leading commercial real estate firms—managing thousands of properties with more than 20,000 facilities managers and 10,000 technical staff—faced complex, costly service delivery: most requests were handled manually via call center, the self-service portal lacked personalization, SSO and language options, and back-end changes required vendor intervention. Leadership wanted to increase portal adoption, make services easier to sell, raise customer satisfaction, expand offerings, and lower total cost of ownership.

ServiceNow’s Inspire team built a proof of concept and deployed a modern workplace services portal with an intuitive mobile interface, single sign-on, self-registration, a Configurator for personalization and resale, and consolidation of four legacy systems into one with automated data sync. The transformation accelerated onboarding, reduced IT and operational costs (avoiding new apps and FTEs), improved data integrity and customer experience, and positioned the firm to achieve $2.2 billion in annual revenue attainment—about $1 billion from new customers and $1.2 billion from retained business.