Case Study: NEXTDC transforms customer experience and cuts internal response time by up to 500% with ServiceNow

NEXTDC Transforms the Customer Experience with ServiceNow

NEXTDC is Australia’s leading Data‑Centre‑as‑a‑Service provider with a national network of Tier III data centres and rapid growth that propelled it into the ASX 300. That expansion exposed weaknesses in its patchwork of homegrown and open‑source tools—siloed business units across six locations, manual processes, and limited reporting—which constrained service management and threatened the company’s customer‑first ambitions.

NEXTDC partnered with RXP to implement ServiceNow in a two‑phase rollout, first streamlining internal processes (IT tickets, bookings, access control) and then moving to customer‑facing services. The new platform delivered streamlined workflows, real‑time reporting and a simpler user experience, cutting internal response times by up to 500% and enabling better visibility, automation and differentiation as NEXTDC scales.

NEXTDC

David Dzienciol

Group Executive of Customer and Technology