How We Replaced Email-Based
Collaboration with a Secure
Request Platform
What was
the goal?
Key details
Management Consulting
Research Request Management / Secure Collaboration
Global
Global management consulting company
Our client is a leading global management consulting firm advising businesses, governments, and institutions on strategy, operations, performance, and organizational transformation.
What was the challenge?
Before the project, communication between consultation sides was handled mainly through email. This created a need for a more consistent, transparent, and secure way to create requests, exchange documents, manage approvals, communicate between teams, and track work progress.
The client also needed a secure environment with controlled access, automated authorization, and integration with a third-party document repository to support role-based access during request assignment changes.
How did we help?
SPOC supported the client in building a ServiceNow-based platform for structured request management, secure collaboration, and leadership reporting.
- Service Portal Creation
We created a user-friendly Service Portal that enabled structured communication between users and consulting or analytics teams.
- Request Automation and Approvals
We configured inbound email request creation, approvals, and Flow Designer processes to automate request intake and governance.
- Secure Document Repository Integration
We integrated the platform with an external file repository to support secure document exchange and automatic role and authorization adjustments.
- Analytics and Backend Configuration
We customized backend forms and tables and implemented Performance Analytics dashboards to support reporting and leadership visibility.
What were the results?
The project moved communication from email into a structured ServiceNow-based system. Users gained a friendly interface for request handling and collaboration, while teams benefited from automated processes, secure document exchange, and improved reporting.
What was the impact?
The implementation helped the client:
ServiceNow Areas/Modules
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