Client Profile
A global retail brand operating in 30+ countries with multiple legacy systems handling
support operations.
Challenge
The client faced delays and inefficiencies due to disconnected incident management
systems across business units. This led to duplicated efforts, poor visibility, and
delayed issue resolution.
Our Solution
- Integrated ServiceNow with Jira and SAP using MuleSoft middleware.
- Built a centralized incident management system with automated workflows.
- Implemented a staging table strategy to validate and enrich incident data before
syncing. - Configured on-demand sync and nightly retries for failed transactions.
Results
- 60% reduction in average incident resolution time.
- 90% of incidents now routed automatically without manual intervention.
- Significant improvement in cross-team collaboration and visibility.
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