Revolutionize Your Workflow Efficiency: Enhancing IRM Processes with Service Now

In Today’s fast-paced business environment, organizations need efficient and user-friendly tools to streamline their processes and ensure compliance.


This case study explores how, a leading social media company, experienced limitations with their existing Salesforce platform and sought to enhance their user experience by implementing ServiceNow. Discover how Mirroar partnered with ServiceNow is addressing their pain points and revolutionizing their workflows, enabling them to achieve greater productivity and effectiveness.

Identifying Pain Points

Before embracing ServiceNow, our client faced several challenges with their existing setup. Here are the pain points they encountered:

  1. Limited visibility into request details: They struggled to access comprehensive information about submitted requests once they were in the system.
  2. Disconnected case and project records: Maintaining separate case and project records without synchronization created inefficiencies and inconsistencies.
  3. Communication limitations: They desired an alternate communication channel beyond emails to enhance collaboration and streamline interactions.
  4. Manual closure of parent cases: Their team had to manually close parent cases after completing all required reviews, leading to time-consuming administrative tasks.
  5. Non-refreshing dashboards: Dashboards in existing platforms did not update automatically, hindering real-time data monitoring.
  6. Inability to send emails from the platform: The absence of a direct email functionality within the form caused inconvenience and extra effort.
  7. Restricted access for reviews from various teams: Licensing issues prevented teams like legal from accessing the platform for conducting reviews.
  8. User mention and notifications: Our client needed the ability to mention and notify specific users within the system for effective collaboration and communication.
  9. Lack of email consolidation: Emails associated with a particular form were scattered, making it difficult to track and manage.
  10. Sub-states throughout the flow: They required the flexibility to incorporate sub-states within their workflow for enhanced process management.
  11. Sub-reviews and parent-child relations: The company sought a structured process for sub-reviews, establishing a parent-child relationship between records.
  12. Notifications for state changes: Users needed timely notifications regarding any changes made to the records associated with their tasks.
  13. Access to record change history: They aimed to have a comprehensive view of the record changes over time, enabling better analysis and decision-making.

Delivering Solutions with ServiceNow

To address these pain points, we recommended the following solutions using the powerful features and capabilities of ServiceNow:

  1. Enhanced request visibility: Requesters can now view their submitted requests in the backend/portal, ensuring transparency and easy access to request details.
  2. Unified case and project records: We introduced a single record producer form in ServiceNow, eliminating the need for separate case and project records.
  3. Efficient communication channels: Leveraging work notes and additional comments, They can now communicate effectively within the platform, reducing reliance on emails.
  4. Automated parent case closure: We implemented flows, workflows, and business rules to automatically close parent cases upon completion of all required reviews.
  5. Real-time dashboard updates: ServiceNow offers auto-refresh functionality for certain reports, enabling them to stay up to date with the latest data.
  6. Seamless email integration: Users can send emails directly from the ServiceNow platform using the email option available in the form header, even applying templates for convenience.
  7. Expanded user access: They can now obtain bulk user licenses, allowing teams like legal to conduct reviews within the platform without any restrictions.
  8. Collaborative notifications: With the @User mention feature available in ServiceNow’s work notes and comments, they can notify and involve specific individuals for effective collaboration.
  9. Centralized email management: All emails associated with a specific form are consolidated within the activity section, simplifying email tracking and organization.
  10. Customizable sub-states: ServiceNow empowers this client to create custom fields and automate updates.

At our company, we specialize in helping clients overcome the challenges they face with their existing platforms and workflows, similar to the situation described at this client. Here’s how we can assist other clients facing similar pain points:

  1. Comprehensive assessment.
  2. Tailored solution design
  3. Seamless transition and implementation
  4. User training and support
  5. Streamlined request visibility
  6. Unified record management
  7. Enhanced communication channels
  8. Workflow automation
  9. Real-time data monitoring
  10. Customization and scalability
  11. Collaboration and notification features
  12. Comprehensive record tracking

By leveraging our expertise in ServiceNow implementation and customization, we can help your organization overcome the pain points you’re currently facing and transform your workflow into a streamlined and efficient process. Get in touch with us today to explore how we can assist you in achieving your goals.