Case study

Developing a great experience for ServiceNow

ServiceNow transformed its customer experience by unifying real-time data across the Adobe Experience Cloud — a shift that helped drive a 6× increase in DemoNow conversions. With a modernized data foundation, the team can now deliver more personalized and intuitive interactions at scale.

Service

Adobe Platform optimization

 

servicenow_logo

About the company

ServiceNow makes the world work better for everyone. Their cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make workflow. So, employees and customers can be more connected, more innovative, and more agile.

Project owner

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Conexio by Nortal



Project highlights

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GDPR implementation

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CCPA privacy framework implementation

Tech stack

  • Solr

  • Python

  • Jupyter

  • Adobe Experience Cloud

  • Adobe Real-Time CDP

  • Adobe Workfront

  • Adobe Marketo

  • Adobe Experience Manager

  • Adobe Experience Platform

  • Adobe Journey Optimizer

  • Rainfocus

 

Disconnected data stood between ServiceNow and its customers

In an era of soaring customer expectations, ServiceNow faced the daunting task of harnessing real-time data and maximizing their CXM investments to revolutionize customer experiences.

Unifying real-time data across Adobe Experience Cloud

We became a holistic partner, integrating with their in-house Martech team and adapting to their technical and organizational preferences, helping them reach their full potential. As their goals grew, so did our partnership with them, collaborating in multiple cross-organization projects through design, QA, development, and operations.

We supported ServiceNow to maximize customer experiences by harnessing real-time data across Adobe Experience Cloud platforms.

What unifying the data actually delivered

ServiceNow’s partnership with us paved the way for the implementation of various Adobe Experience Cloud platforms, such as Adobe’s Real-Time CDP, a transformative step that redefined ServiceNow’s customer data strategy, allowing them to deliver personalized, intuitive and engaging customer experiences.



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6x improvement in conversion rate generated by DemoNow.

"They have met all expectations and keeping up with the continuous growth in the company. One thing I would love to see is the company introduce more of their capabilities to us. We are not taking advantage of everything they can offer."

David Shao, Director of Marketing Technology

Get in touch

 

Nortal is a strategic innovation and technology company with an unparalleled track-record of delivering successful transformation projects over 25 years.