ALL CASE STUDIES

TPI Composites Inc.

See how RL Canning’s Hosted ServiceNow solution transformed IT operations with a rapid, customized deployment and streamlined workflows.

End Users
Fulfillers

Transitioning to a platform like ServiceNow seemed out of reach without the necessary internal expertise. RL Canning’s hosted ServiceNow model changed that for us, making ServiceNow accessible and affordable where a dedicated instance wasn’t an option. Their team brought exceptional technical expertise and provided clear, actionable recommendations on best practices that suited our needs.

What truly set RL Canning apart was their personalized approach. They didn’t offer a cookie-cutter solution but instead took the time to understand our business and goals, transforming how we deliver services. Their flexibility, responsiveness, and dedication made them an invaluable partner in this journey.

Chief information officer, TPI Composites inc.

Opportunity

This client, a former ServiceNow customer, faced significant challenges after moving to a less capable ITSM platform. Their switch to Cherwell—a cheaper, non-industry standard option—proved problematic as the platform couldn’t meet their needs. The issues included:

  • A platform nearing its end-of-life.
  • Complex workflows, especially for approvals and HR management.
  • Difficulty automating workflows and scaling operations.

The organization, with 3,100 end users and 114 fulfillers, sought a solution that could quickly deliver results without the lengthy implementation times often associated with ServiceNow.

Solution

To address these challenges, we implemented our Hosted ServiceNow solution, which provided a cost-effective and scalable way for the client to return to ServiceNow. Key aspects of the solution included:

  • A significantly reduced price point for ServiceNow through a hosted model.
  • Consolidating 35 service catalogs into just 2, making the end-user process a convenient one.
  • Automating more workflows, reducing manual effort, while creating efficiencies.
  • Delivering an intuitive portal experience and employee dashboards, enhancing the user experience.

Additionally, integrations with PowerBI and Oracle were implemented to enhance reporting and automate onboarding/offboarding processes.

Results

The impact of our Hosted ServiceNow solution was immediate and measurable:

Streamlined Service Catalogs: Reduced from 35 to 2, simplifying user workflows and improving the service experience.

Fast Time to Value: The platform was fully operational in under 45 days.

Tailored Solution: Our consultative approach ensured the client’s needs were fully understood, and the solution was customized to their goals.

Enhanced Reporting & Automation:

  • PowerBI integration improved reporting capabilities and analytics.
  • Oracle integration automated HR processes such as onboarding/offboarding.

Future-Ready IT: Plans for asset management integration are underway to improve compliance, inventory, and cost.
Improved IT Team Efficiency: The client gained better visibility and insights, utilizing customized dashboards and reporting to effectively manage their IT environment.

With our Hosted ServiceNow solution, the client was able to overcome their IT Service Management challenges, achieve greater operational efficiency, and lay the foundation for future growth.