Case Study: Service Stream achieves revenue growth and operational efficiency with ServiceNow

Service Stream - Customer Case Study

Service Stream, an Australian developer of telecommunications, energy and utility networks, faced fragmented, homegrown IT systems, manual service-order processes and a weak business perception of IT. The company needed to replace dozens of custom applications, speed up project workflows and create reliable, auditable processes to support revenue-generating work across the organization.

Service Stream implemented ServiceNow—first for ITSM (Incident, Problem, Change) and then PPM and custom apps—to create a centralized command center, a paperless Service Order Management workflow and a technician portal. In 16 weeks they consolidated applications, automated workflows tied to KPIs (e.g., 48-hour first contact), cut paperwork, reduced invoicing/technician payment cycles from up to 10 days to about 1 day, improved financial reporting and shifted IT’s role to a recognized business driver.

Service Stream

Eric Yilmaz

Head of Projects