Case Study: Blue Crystal Solutions achieves unified ITIL service management and customer self-service with ServiceNow

Service Management Leads Blue Crystal Into New Age of Efficiency

Blue Crystal Solutions is an Australian IT consulting firm that grew from a two‑person database practice into a 35‑person consultancy serving utilities, government and defense. As the business expanded it struggled with fragmented spreadsheets and multiple freeware systems for timesheets, tickets and CRM, causing duplicated data, poor searchability and inconsistent customer information—prompting a move to a single ITIL‑aligned service management platform.

After defining nearly 150 requirements and shortlisting vendors, Blue Crystal selected ServiceNow and rolled it out in phases with UXC Keystone (CRM, asset and service management, time recording, billing, portals and more). The implementation enabled ITIL processes, a customer self‑service portal, integration with BlueDiamond monitoring and SLA tracking; results include a 94.5% success rate against targets, reduced service‑desk calls, billing and productivity time savings, better customer satisfaction tracking and ongoing plans to expand ServiceNow capabilities.

Blue Crystal Solutions

Mark O’Loughlin

General Manager