Case Study: T. Rowe Price achieves centralized enterprise request management and streamlined, lower-cost fulfillment with ServiceNow

T. Rowe Price - Customer Case Study

T. Rowe Price, a global investment management firm, faced fragmented, manual service request handling across dozens of departments—relying on emails, spreadsheets, and SharePoint—which made it hard for associates to access services, track request status, use mobile devices, or give leaders visibility for forecasting and resource planning.

They implemented an enterprise request management solution on ServiceNow: a unified, mobile‑enabled self-service portal with automated fulfillment and over 50 custom applications (built in 4–6 weeks each). The platform centralized intake, improved transparency and prioritization, lowered costs, and freed up resources (the marketing team reclaimed the capacity of roughly five to six people), while enabling better cross‑departmental planning and faster service delivery.

T. Rowe Price

Nishima Jawa

Senior Technology Solutions Manager