Case Study: NetApp achieves streamlined, measurable Quote-to-Invoice productivity and $185K annual savings with ServiceNow

NetApp Sets New Standards for Critical Quote-to-Invoice Workflow with ServiceNow

NetApp, a Fortune 500 storage and data management company with more than 12,000 employees, faced a fragmented Quote-to-Invoice (Q2I) workflow driven by manual, email-based processes. Teams relied on shared inboxes that created “exploding” message volumes, missed actions, no consistent routing or SLAs, limited visibility into status, workload and trends, and an inability to scale a knowledge base or self-service.

NetApp and Cloud Sherpas implemented ServiceNow to convert inbound emails into tracked cases, automate routing and approvals, provide queue-based work for fulfillers, and capture data for continuous improvement. The system standardized the Q2I flow, raised customer confidence and employee productivity, and delivered rapid ROI — nine months and $185K annual savings on ~22,000 requests (scaling to $650K annually at 68,000 requests) with a 3‑year net savings projection of $1.8M.

NetApp

Thomas Clarke

Director of Program Management and Performance Measurement