Case Study: Tideworks Technology achieves improved customer satisfaction and operational efficiency with ServiceNow

Tideworks Drives Customer Satisfaction with ServiceNow Performance Analytics

Tideworks Technology, a Seattle-based provider of terminal operating systems used by over 300,000 logistics professionals at 100 terminals worldwide, needed to tighten its IT processes to meet strict customer commitments and service-level targets. Reliant on manual, fragmented workflows, the company faced inefficiencies that slowed support and stretched onboarding to weeks.

Tideworks implemented ServiceNow—using a service catalog, automated workflows and Performance Analytics—to standardize processes, gain a single real-time dashboard, and correlate satisfaction with operational metrics. The result: faster, more predictable support, fact-based customer discussions, and a reduction in employee onboarding from weeks to days, saving significant effort and improving customer satisfaction.

Tideworks Technology

Derrick Brown

IT User Support Services Director