Fitness Technology · 3,000+ Employees
Service Got 40% Faster for 3,000+ Employees While Volumes Kept Rising
A fitness technology provider with 3,000-plus employees was running IT service on scattered tools with no single view. We centralized operations into one ServiceNow managed-services model covering platform support, access and service management, and reporting. Resolution time fell 40% and visibility rose 25%, even as volumes kept climbing.
$60K-90KEstimated staff time released each year
40%Faster incident resolution
25%More operational visibilityThe Challenge
Ticket volumes were rising while tracking sat in scattered tools and data silos. Service levels were hard to manage, resolutions slowed, and leadership had no single view of operations. The provider supports more than 3,000 employees and runs roughly 4,000 to 5,000 incidents a year, so growth simply meant slower service. Without centralized visibility, every increase in volume risked eroding service quality, right when the business needed the platform to scale with it. For the people raising tickets, that meant waiting longer for the same answer. For the team fielding them, it meant repeating work no shared system was tracking.
What We Did
We started by taking on platform operations: ongoing ServiceNow support, administration and optimization, so the estate had one owner instead of several scattered tools. We then brought user management, access controls and an expanded service catalog under the same model, so requests arrived in one place. We built custom reporting and dashboards on top of that, plus integration support across connected systems, so leadership could finally see incident volume and service-level performance in one view. Reporting was part of the operating model from the start, not an add-on once the backlog was under control.
The Solution
One ServiceNow managed-services model now covers platform operations, access and service management, and reporting for more than 3,000 employees. Incidents resolve 40% faster, dashboards show service-level performance in one place, and the scattered tracking tools are gone.
The Outcome
Incident resolution is 40% faster and operational visibility is up 25%. The provider gets an estimated $60K to $90K a year back in staff time, 1,000 to 1,500 hours that used to go into tracking tickets across tools that did not talk to each other. The bigger point is that service held up as volumes grew, instead of eroding. The hours that went into chasing tickets across disconnected tools now go into the work the platform was meant to support, and leadership can see where the next bottleneck is forming.
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IT service volume growing faster than your team can absorb it?
Noblq runs ServiceNow as a service, not a project. We take ownership of the platform, keep it healthy, and keep extending it as your business changes, with the same team after go-live as before it. You get a partner who knows the estate, not a handover document.