Transforming Business Processes with a ServiceNow-Powered Support Portal
A Hydrovac excavation leader operating 1,500+ trucks and 130+ locations needed a centralized ServiceNow support portal to replace fragmented workflows and scattered inquiry handling. CES built a ServiceNow-powered portal with self-service capabilities, knowledge access, and real-time ticket visibility, improving collaboration, compliance, and service efficiency across the organization.
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The Challenge
Limited Inquiry Visibility
the client
Hydrovac Excavation / Non-Destructive Excavation
Technology Stack
- ServiceNow Service Portal
- ServiceNow Knowledge Management
- Service Catalog
- Reporting & Dashboards, APIs
- Automated Testing Framework (ATF)
Solution Area
- ServiceNow Service Portal & Internal Inquiry Management
the impact
Centralized Support Channel
Fewer Calls & Emails
Better Collaboration & Visibility
Stronger Compliance & User Satisfaction
The shift was portal-led. The result?
A single, dependable hub for all support needs.
The Need
The client lacked a unified platform to manage inquiries and internal service requests, resulting in disorganized workflows, inconsistent approvals, and limited visibility across operators, branch managers, and IT teams. They required a centralized, ServiceNow-based portal to streamline inquiry handling, strengthen collaboration, and ensure compliance through structured, trackable processes.
Challenges
- Disorganized Workflows: Scattered communication channels and manual steps slowed inquiry handling and reduced service efficiency.
- Limited Visibility into Requests & Approvals: Teams had no centralized view of ticket progress, approvals, or outstanding requests.
- Poor Collaboration Between Stakeholders: Operators, managers, and IT consultants lacked a shared workspace to coordinate responses, causing slow resolution and handoff gaps.
- Compliance & Governance Issues: Inconsistent tracking and lack of structured processes created challenges meeting operational and legal requirements.
CES delivered a ServiceNow-powered support portal that centralized inquiry management and strengthened collaboration across the client’s operations.
ServiceNow Support Portal as a Single Entry Point
- Deployed a role-based ServiceNow Service Portal for operators, branch managers, IT consultants, and internal stakeholders.
- Standardized how requests are raised, tracked, and routed using a single entry point.
Self-Service Inquiry Management
- Implemented “Report an Issue” flows that automatically create and route incidents for disruptions in service.
- Enabled a structured Service Catalog so users can browse and submit IT and related service requests in a guided way.
Knowledge Management for Self-Resolution
- Configured a Knowledge Base with FAQs, troubleshooting guides, and best-practice content.
- Linked knowledge to portal requests to support self-resolution where applicable.
Real-Time Ticket Tracking & Transparency
- Enabled “My Tickets” views so users can track status, comments, and resolution progress on their inquiries and requests.
- Maintained full history and auditability for all interactions.
Collaboration & Compliance Support
- Designed workflows that bring operators, managers, and IT consultants into shared processes for inquiry handling and approval.
- Used ServiceNow’s routing and approval mechanisms to ensure required sign-offs and compliance steps are consistently captured.
Quality, Testing & Reporting
- Leveraged ServiceNow Reporting and Dashboards to monitor volumes, resolution times, and usage trends.
- Used Automated Testing Framework (ATF) and API-based checks to validate portal behaviour and keep new enhancements stable over time.
CES delivered a ServiceNow-powered support portal that centralized inquiry management and strengthened collaboration across the client’s operations.
ServiceNow Support Portal as a Single Entry Point
- Deployed a role-based ServiceNow Service Portal for operators, branch managers, IT consultants, and internal stakeholders.
- Standardized how requests are raised, tracked, and routed using a single entry point.
Self-Service Inquiry Management
- Implemented “Report an Issue” flows that automatically create and route incidents for disruptions in service.
- Enabled a structured Service Catalog so users can browse and submit IT and related service requests in a guided way.
Knowledge Management for Self-Resolution
- Configured a Knowledge Base with FAQs, troubleshooting guides, and best-practice content.
- Linked knowledge to portal requests to support self-resolution where applicable.
Real-Time Ticket Tracking & Transparency
- Enabled “My Tickets” views so users can track status, comments, and resolution progress on their inquiries and requests.
- Maintained full history and auditability for all interactions.
Collaboration & Compliance Support
- Designed workflows that bring operators, managers, and IT consultants into shared processes for inquiry handling and approval.
- Used ServiceNow’s routing and approval mechanisms to ensure required sign-offs and compliance steps are consistently captured.
Quality, Testing & Reporting
- Leveraged ServiceNow Reporting and Dashboards to monitor volumes, resolution times, and usage trends.
- Used Automated Testing Framework (ATF) and API-based checks to validate portal behaviour and keep new enhancements stable over time.
strategic client partner
Take the Next Step
Looking to replace scattered support channels with a single, ServiceNow-based portal? Let’s design a support experience that improves visibility, collaboration, and compliance. Talk to our Strategic Client Partner.
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