Resource Type: Case Study

How ServiceNow HRSD Helped California DMV Reimagine Workforce Efficiency 

Posted on January 7, 2026 by -

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Modernizing the backbone of California’s workforce 

The California DMV’s Field Operations Division manages one of the largest public-facing workforces in the state. Yet until recently, HR teams and field office managers relied on spreadsheets and emails to track staff movements, vacancies, and reassignments across 150+ locations. Without real-time data, workloads were often unbalanced, vacancies lingered, and citizen wait times climbed. 

As part of the agency’s broader modernization initiative—Improving Field Office Address to Public (IFOAP)—DMV leaders set out to transform how the department managed its most valuable resource: its people. 

“Before we began this project, it was difficult to know who was available, where gaps existed, or how quickly we could fill them. Every staffing decision required manual coordination that slowed everything down.” — Field Operations Division Lead, California DMV 

Turning complexity into intelligent flow 

DMV selected INRY, a Cprime company, to design and deliver a position control solution on ServiceNow HR Service Delivery (HRSD). The engagement unified HR, IT, and Field Operations around a single platform for managing positions, approvals, and staffing actions in real time. 

Key capabilities included: 

  • Automated Position Control: Digitized creation, update, and movement of staff positions. 
  • Request for Position Action (RPA): Streamlined approval chains and document handling. 
  • Employee Center + Knowledge Management: Provided a unified employee self-service portal. 
  • Integrations: Connected ServiceNow with Oracle, Active Directory, SCO systems, and DMV’s in-house Org Chart Tool. 
  • Dashboards and Analytics: Delivered live visibility into vacancies, workloads, and workforce allocation trends. 

Each sprint applied INRY’s PASS (Process Area Specific Sprints) methodology, combining agile delivery speed with the governance structure required in state government programs. The result was a rapid, transparent implementation that kept stakeholders aligned and value visible at every stage. 

“We designed the system not just to automate tasks, but to orchestrate a living network of data and decisions. “The DMV team embraced that mindset quickly as we moved from pilot to statewide adoption in record time.” — Anuj Raparthi, Engagement Manager at INRY 

Guided evolution: from pilot to statewide transformation 

The project unfolded as a true partnership between DMV’s HR, IT, and Field Operations teams and INRY’s delivery experts. 

  • December 2024 – May 2025: Technical go-live achieved in just six months. 
  • June – October 2025: All 10 divisions onboarded; adoption scaled statewide. 
  • December 2025: Phase II enhancements completed, introducing offboarding workflows, reorganization capabilities, and form automation (STD 607/625). 

Organizational change management played a defining role. INRY’s CloudCover team delivered hands-on training, hosted “Open House” sessions across all eight regions, and supported communication planning to ensure user confidence. 

“Public sector transformation demands patience and precision. Our goal was to build trust first, showing results with each sprint so adoption could happen naturally, not forcefully.” — Scott Carney, Sales Director at INRY. 

ServiceNow HRSD as a system of record and intelligence 

The modernized system replaced fragmented workflows with one connected environment that manages over 9,600 position records and 11,000 HR profiles, encompassing more than 1.2 million data elements. 

Every function—from hiring to offboarding—is now informed by the same source of truth. ServiceNow HRSD serves as both the system of record and the operational brain, feeding data to related systems such as Oracle, Dayforce, and the DMV’s Org Chart visualization tool. 

With the integrations in place, DMV can: 

  • See workforce status updates instantly rather than through monthly reconciliations. 
  • Automate reporting to the State Controller’s Office. 
  • Track performance metrics and staffing trends with precision dashboards. 

The agency’s IT and HR units now operate as a unified system of work, laying the foundation for AI-enabled decision-making and predictive resource planning. 

Tangible impact on efficiency and service quality 

Although full measurement is ongoing, early results are already reshaping public service delivery. 

  • Significant reduction in citizen wait times across pilot offices 
  • Saved time and reduced errors due to tremendous decrease in manual spreadsheet use for HR and position tracking 
  • Accelerated staff redeployment because managers can now rebalance workloads within minutes. 
  • Speedy adoption as 10 divisions onboarded within twelve months of technical launch. 

Additionally, the qualitative results are also impressive: 

  • A unified, transparent culture between HR, Budgets, and Field Operations. 
  • Greater accountability through live dashboards and executive reports. 
  • A foundation for further automation, including onboarding and telework management. 

“We finally have one accurate, live view of every position across the organization. Managers can make informed staffing decisions on the spot—something that used to take weeks.” — Field Operations Division Lead, California DMV 

Sustaining momentum through CloudCover 

INRY’s CloudCover Managed Services now provides ongoing support, performance tuning, and continuous improvement. Enhancements underway include expanding AI search capabilities, refining org-chart visualization, and introducing proactive alerts for workforce imbalances. 

The DMV’s modernization success has already gained recognition from the California Department of Technology for innovation and public impact. More importantly, it established a repeatable framework for future automation efforts, proving that data-driven workforce management can accelerate citizen service at scale. 

“This project exemplifies how government can evolve without disruption. ServiceNow HRSD gave DMV the structure to modernize continuously, guided by real insight and measurable value.” — Scott Carney, Sales Director at INRY. 

A platform for the AI-first era of public service 

The California DMV’s Position Control initiative shows what’s possible when process modernization meets intelligent orchestration. By unifying data, decisions, and workflows on ServiceNow HRSD, the DMV has turned complexity into clarity, creating a foundation for AI-first operations that can adapt and scale with the needs of 32 million Californians. 

If you’d like to see similar results in your organization, explore our SMART Success program for ServiceNow HRSD. 

Private Health Management: elevating patient experience with intelligent healthcare workflows 

Posted on December 17, 2025 by -

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Client background 

Private Health Management (PHM) delivers highly personalized guidance to patients navigating complex healthcare needs. With 169 employees supporting care teams, administrators, medical records specialists, and patients, PHM manages a high volume of sensitive information. The organization wanted a coordinated, seamless way to manage intake, documentation, clinical summaries, provider vetting, and patient communications across a distributed care environment. 

The turning point 

PHM depended on disconnected systems and manual workflows that slowed onboarding and increased administrative strain. Intake forms, clinical history, medical records tasks, and referral processes lived in separate places, complicating coordination and reducing visibility. These gaps strained operations, introduced compliance risk, and weakened the overall patient experience. 

PHM sought a partner with deep healthcare workflow expertise, advanced ServiceNow capabilities, and a proven record of enabling coordinated care models. INRY delivered a decade of healthcare transformation experience supported by Elite Partner certifications, award-winning workflow design, and extensive experience modernizing HR, IT, patient services, and patient onboarding for major U.S. health networks. 

The transformation strategy 

PHM advanced from fragmented workflows to a connected, scalable system built for precision and momentum. The strategy aligned CloudCover—INRY’s managed services solution—platform enhancements, and healthcare‑specific workflow design to create a unified patient journey that supports faster decisions and higher‑quality care. 

CloudCover managed services foundation 

CloudCover established the structure PHM needed to stabilize, enhance, and expand its platform. Four complementary workstreams—Ask INRY, Platform Operations, Platform Enhancements, and Platform Reliability Engineering—provided responsive support, consistent governance, and strategic improvements aligned to PHM’s long-term goals. 

Unified patient lifecycle management 

A centralized case management model now consolidates patient data, tasks, and documentation in one connected workspace. Care teams access each patient’s complete journey instantly, supporting rapid collaboration and confident decision-making. 

Streamlined intake and documentation 

Digitized pre-registration, clinical history, insurance, and consent forms reduced manual effort and strengthened early data integrity. Teams assist with form completion or reopen submissions when clarification is required. Automated clinical summary generation converts real-time patient information into structured PDFs that support consultations, referrals, and ongoing care. 

Modernized medical records workflows 

Medical records tasks were restructured into three clear categories—collection, transfer, and processing—to improve clarity and throughput. Automated form generation and pre-population accelerated documentation while supporting accuracy and regulatory readiness. 

Provider vetting, scheduling, and communication 

Structured workflows now guide provider identification and credential verification. Appointment scheduling integrates directly with Zoom, simplifying booking for patients and staff. Automated email handling categorizes communication at patient and case levels, while distribution group automation standardizes outreach and reduces manual work. 

Enhanced data integrity and seamless navigation 

Standardized capture of medications, allergies, health history, and demographic details supports compliance and clinical decision-making. An intuitive navigation model enables care teams to move fluidly across patient information without switching between systems. 

Integrated systems and legacy data transformation 

Legacy records for accounts, contracts, entitlements, consumers, patients, and providers were converted into structured ServiceNow data. A HubSpot integration now creates accounts and contracts automatically at deal closure, streamlining handoffs and reinforcing operational continuity. 

How collaboration powered the transformation 

INRY partnered closely with PHM leadership, care teams, and operational stakeholders to understand needs and shape workflows aligned to PHM’s model of care. Discovery sessions clarified priorities and guided a roadmap that balanced quick wins with scalable foundations. Collaboration with Zoom and HubSpot teams ensured seamless integration across systems. 

Success grew from PHM’s active engagement, the automation-focused design approach, and the flexibility of the underlying ServiceNow architecture supporting future expansion. 

The outcomes that reshaped care delivery 

PHM now operates with faster, more structured intake and documentation processes, elevated provider efficiency, and clear visibility across cases and tasks. SLA-driven workflows support timely completion and strengthen referral accuracy. 

Teams collaborate with greater ease and experience a reduced administrative load. Patients benefit from a coordinated, responsive service model supported by unified records and consistent communication. The platform strengthens PHM’s compliance posture through audit-ready documentation and structured data collection. 

PHMCare Workspace and the Patient Service Portal position PHM for continued innovation, including emerging AI-enabled workflows that will accelerate decision-making, elevate care experiences, and support long-term organizational growth. 

If you’d like to see similar results for your healthcare organization, explore our flexible ServiceNow solutions for the healthcare industry. 

An international food manufacturer strengthens its global DevOps backbone with a resilient, modern toolchain

Posted on December 17, 2025 by -

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When a mission-critical DevOps platform becomes the business backbone

Across its global engineering organization, this leading food and drink manufacturing conglomerate depends on a unified DevOps ecosystem supporting global software delivery. This platform underpins software delivery for teams spanning Europe, the Americas, and APAC. As adoption accelerated, the stakes rose quickly. Reliability, security, and performance became enterprise-level concerns rather than team-level optimizations.

The challenge extended beyond keeping systems online. The organization needed a partner capable of operating and evolving the entire DevOps environment end to end, while modernizing core components without disrupting developers or delivery velocity.

A partnership built around ownership, reliability, and flow

They engaged Cprime to take full operational ownership of the internal platform. The mandate focused on creating a resilient, scalable DevOps foundation that could evolve alongside their engineering ambitions.

This partnership emphasized continuous reliability, disciplined modernization, and proactive operations rather than one-time upgrades. The goal centered on sustained platform health, predictable delivery pipelines, and confidence at global scale.

Operating and modernizing the DevOps ecosystem as a single system

Cprime managed the underlying cloud infrastructure supporting the platform across multiple development teams. This included ensuring AKS cluster availability, optimizing node pools, and maintaining workload reliability as usage patterns evolved.

Container platforms formed another critical layer. Cprime assumed ownership of Kubernetes and Docker environments, managing container workloads, image lifecycles, deployments, and automation. DaemonSets were implemented to preload images on new nodes, supporting smoother scaling and more consistent performance.

Modern CI/CD pipelines designed for reliability at scale

CI/CD reliability played a central role in the engagement. Jenkins was migrated into AKS, pipelines were optimized, and build stability was strengthened to support continuous delivery across the organization. Cprime also provided continuous availability and major incident troubleshooting, ensuring the platform remained dependable even during high-impact events.

Infrastructure-as-code governance further reinforced consistency. Terraform provisioning covered clusters, networking, storage, and tool integrations, improving auditability and reducing configuration drift across environments.

Toolchain operations with security and observability built in

Beyond core infrastructure and CI/CD, Cprime managed the broader DevOps toolchain. This included Nexus administration with cleanup policies and performance tuning, New Relic dashboards and alerting, and autoscaling management for cost-optimized compute. Ansible automation streamlined platform configuration and day-to-day operations.

As platforms evolved, Cprime addressed AKS modernization challenges, including upgrades from deprecated API versions. These efforts preserved platform continuity and prevented service disruption during mandatory lifecycle changes.

Long-term stability was reinforced through regular LTS upgrades across Jenkins, Nexus, SonarQube, and AKS components. Security posture improved through patching, vulnerability remediation, and governance enforcement, supported by timely root-cause analysis and preventive actions after incidents.

A stronger DevOps foundation for thousands of developers

With proactive observability and monitoring in place, the client gained clearer insight into platform health and faster response to critical events. Improved monitoring coverage and alerting reduced mean time to resolution and supported continuous improvement across the DevOps environment.

The outcomes reflect a platform designed for enterprise scale: improved stability and performance for, more reliable CI/CD pipelines with fewer failures, stronger security through disciplined upgrades, and a modern DevOps foundation aligned to the company’s long-term engineering vision.

Build a DevOps platform that scales with your ambitions

This experience shows what becomes possible when DevOps platforms are operated, modernized, and governed as a single, orchestrated system. A resilient foundation enables teams to deliver with confidence while the platform evolves continuously behind the scenes.

If your organization is ready to strengthen its DevOps backbone, modernize critical pipelines, and operate at global scale with confidence, the next step starts with a focused conversation about your platform’s future.

Power Plays in Digital Experience: How the NHL Transformed Work on ServiceNow 

Posted on December 16, 2025 by -

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Rewiring employee and partner engagement through intelligent design and embedded partnership 

The National Hockey League runs its business on ServiceNow. From IT and HR to partner operations, the platform connects teams across the U.S. and Canada. Yet, over time, the League’s digital experience had grown uneven, with multiple portals, a growing backlog, and a partner that executed requests without advancing the vision. 
The NHL wanted more than ticket resolution. It needed a team that could co-create, advise, and design for scale. 

A new kind of partnership 

That search led the League to INRY, a Cprime company, after seeing our Total Engagement Framework session at the ServiceNow Summit in Charlotte. The NHL’s digital transformation lead, John Stein, recognized a shared philosophy: user experience as a strategic lever, not a finishing touch. 

When INRY’s team joined the engagement, we became an extension of the NHL’s own Scrum teams, working side by side through every sprint. 

Unlike traditional staff augmentation, the NHL gained an adaptive DevOps model backed by full-stack expertise. Architects, UI/UX specialists, and developers rotated in as needs evolved. That flexibility created momentum without losing focus on experience quality. This approach reflects our philosophy of guided evolution—meeting each client where they are and advancing transformation through continuous alignment, quick wins, and scalable design. 

Designing for experience, not just delivery 

Early priorities centered on modernizing the Employee Center Pro (EC Pro) “My Home Ice” portal, a cornerstone of the internal experience. The team rebuilt the Employee Directory, aligning it with NHL brand standards, improving responsiveness, and extending its functionality. 
Next came a custom Event Calendar and a full UI/UX audit to unify visual language and accessibility across portals. 

In parallel, INRY launched the League’s Virtual Agent with Now Assist, bringing conversational AI into everyday workflows. When AI Search briefly failed in production, our consultants diagnosed the issue within hours, restored functionality, and documented the fix, earning quick, visible trust from the client team. 

“Thank you again for the prompt review and recommended steps to resolve. Our AI Search Genius Results and Virtual Agent are working as expected again in production.” 
— John Stein, Senior Director of Digital Transformation, NHL 

Outcomes that build confidence 

In just a few months, the engagement evolved from backlog management to strategic collaboration. 

  • 46 user stories delivered across consecutive sprints, including Virtual Agent and EC Pro enhancements. 
  • Clean, consistent branding established across employee portals. 
  • Rapid resolution of AI and production issues through joint troubleshooting. 
  • Positive client satisfaction, with survey feedback describing the collaboration as “wonderful” and expressing excitement to continue working together. 

“Working with you and your team has been so wonderful. Super excited to continue.” 
— Emma Harries, Project Coordinator, NHL 

Each success opened the door to more. After the initial portal and AI work, the NHL added projects for Now Mobile, custom internal applications, and additional portal redesigns for club and partner audiences. Every new assignment reinforces the League’s trust in our ability to deliver both speed and sophistication. 

Embedded expertise as a growth engine 

INRY’s approach fused technical depth with design intuition, a hallmark of how we help organizations evolve from digital-native to AI-first operations. 

“Our role wasn’t to take tickets; it was to elevate the work. By pairing UX expertise with ServiceNow architecture, we helped the NHL’s teams see what their platform could truly do.” — Samantha Smith, Senior Consultant, INRY 

“The NHL wanted a candid, co-creative relationship. They valued that we could look at their work, challenge it constructively, and make every sprint deliver real improvement.” — Joel Bowles, Engagement Lead, INRY 

This embedded model let the NHL scale experience innovation while maintaining governance and agility. The organization gained a unified partner orchestrating experience, functionality, and AI capabilities across its ServiceNow ecosystem. 

Expanding the vision 

The next phase focuses on Now Mobile, where design reviews are already underway. The goal: empower employees to access critical tools through intuitive, mobile-first experiences that extend the brand’s excellence beyond the desktop. 

As the League continues integrating Now Assist and Virtual Agent capabilities, it is building the foundation for a truly AI-first operating model where workflows anticipate needs and every interaction moves seamlessly from request to resolution. 

Seeing digital work in a new light 

Through the NHL engagement, INRY demonstrated how intelligent design and guided evolution transform everyday workflows into connected experiences. 
The League’s portals, mobile experiences, and AI agents now reflect a cohesive digital identity that’s scalable, adaptive, and built for continuous improvement. 

This collaboration stands as proof of what happens when strategy and execution move in harmony: innovation flows, user satisfaction rises, and transformation becomes sustainable. 

Want to see similar results for your organization?

Speak to a ServiceNow expert at INRY, a Cprime company

Aon accelerates AI strategy and builds a 40-use-case roadmap in two days 

Posted on December 2, 2025 by -

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A fragmented AI vision gains direction 

Aon’s leaders wanted a unified strategy to guide AI investment. More than 50 potential use cases existed across Technology, Employee, and Customer Experience domains. Teams needed a clear framework to determine which workflows were ready for AI, how to evaluate out-of-the-box capabilities against custom builds, and how to create alignment across functions. 

A two-day accelerator for clarity and alignment 

The two-day workshop convened more than 55 participants from across the enterprise. Facilitators guided cross-functional sessions built around structured evaluation, rapid prioritization, and ServiceNow-specific feasibility analysis. 

Day 1: Chart opportunity and surface AI-ready workflows 

Participants explored AI trends, assessed platform capabilities, and mapped pain points across major experience domains. Teams identified processes that could benefit from intelligence embedded directly into ServiceNow workflows. 

Day 2: Shape an execution-ready AI roadmap 

Each idea went through value and feasibility scoring. Facilitators helped teams determine the best approach for each use case and shaped a roadmap that balanced quick wins with longer-horizon, strategic opportunities. 

A prioritized enterprise AI roadmap in 48 hours 

Aon gained a clear, actionable strategy within 48 hours. 

  • 40+ AI use cases documented and prioritized 
  • A roadmap aligned across Technology, Employee, and Customer Experience 
  • Executive consensus on AI investment direction 
  • Defined quick-win pilots ready for immediate testing 
  • Clarity on out-of-the-box vs. custom build decisions 

This structure accelerated momentum and equipped Aon with a repeatable way to scale AI adoption across the enterprise. 

Enterprise momentum amplified 

Aon compressed months of internal debate into a focused, collaborative process. Leaders walked away with a roadmap grounded in business value, technical feasibility, and cross-functional alignment. This foundation now guides ongoing AI initiatives and positions Aon to advance intelligent workflows on the ServiceNow platform with confidence. 

A roadmap that accelerates intelligent operations 

Aon’s experience demonstrates how the AI Strategy & Transformation Workshop drives rapid clarity, alignment, and measurable progress. With a structured approach, enterprises gain the momentum needed to rewire workflows, scale intelligence, and accelerate the shift toward AI-ready operations. 

Ready to build your AI roadmap? 

The AI Strategy & Transformation Workshop gives your teams the structure, momentum, and clarity to accelerate enterprise-scale AI adoption. Connect with us to schedule your session and move your AI strategy into action. 

Case Study: Enabling product-led agility in financial services 

Posted on November 26, 2025 by -

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Rigid systems slowed progress, and teams felt it 

This leading financial services firm set out to become a product-led organization capable of responding to regulatory shifts and market demands with speed and clarity. The vision was clear, but legacy systems, strict compliance workflows, and siloed operations inhibited value flow to the customer.  

Processes that should have moved at market speed were slowed by manual approvals and risk-averse governance. Even minor changes required extensive signoffs, creating decision bottlenecks that impacted time to market. Meanwhile, rising demand outpaced delivery capacity. Teams operated in isolation, cultural resistance to change was strong, and visibility into work and value streams was limited. The organization needed to rewire its delivery model and leadership systems to align strategy with execution. 

Flow unlocked: portfolio governance rewired for speed 

To orchestrate flow between governance, execution, and transformation goals, we introduced Lean Portfolio Management and launched SAFe-based Agile Release Trains (ARTs). Coaching and consulting were delivered through an embedded model, with transformation leaders working directly alongside client teams to ensure context-specific, actionable guidance. 

By training internal change champions, we enabled the organization to scale new ways of working organically. These champions drove adoption across teams and ensured that transformation wasn’t just a one-time initiative but an enterprise capability. Executive sponsorship played a pivotal role in accelerating decisions, breaking down silos, and reinforcing the shift toward autonomy, speed, and transparency. 

Faster decisions, smarter delivery, measurable impact 

Following deployment, the organization recorded significant improvements in speed, efficiency, and decision-making effectiveness: 

  • Lead time reduced from 229 days to 92 days 
  • Flow efficiency increased from 18% to 25% 
  • Delays due to missing requirements cut from 2 months to 1 week 
  • Time to approve change requests reduced from 2 weeks to 3 days 
  • Reprioritization requests reduced by 90% 
  • 67 man-days saved per quarter by eliminating unnecessary change request analysis 
  • Internal NPS score of 9, reflecting strong partner alignment and value 

A senior stakeholder highlighted the strength of the partnership: 

“Cprime consultants act as part of the team and have embedded themselves within the organization to drive value. They care and are willing to push difficult decisions forward in the interest of the company. This is a strong partnership with open and honest communications channels.” 

This transformation established a responsive, transparent operating model that empowers teams, aligns investments with outcomes, and scales continuous improvement across the enterprise. Together with their leaders, we fostered a culture of autonomy and proactivity, aligned around a collective understanding of what really matters to the business and its customers. 

Want to see similar results for your organization? Explore our flexible portfolio management and agile consulting services.

Rewiring the Business of IT at an International Airline

Posted on November 18, 2025 by -

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The challenge: fragmentation slowing decisions and obscuring value

The airline managed mature processes across architecture, finance, planning, workforce management, and technology governance. But each operated in isolation. Teams used inconsistent definitions, siloed systems, and conflicting records. Core questions about cost, risk, and investment lacked clear, reliable answers.

Manual reconciliation slowed execution. As the airline’s Head of Technology Business Management reflected, “Deriving cross-cutting insights from disconnected systems was absolutely agonizing.” This underscored the urgency for a unified architecture. Leaders navigated different versions of the truth. Strategic clarity gave way to operational friction.

“Deriving cross-cutting insights from disconnected systems was absolutely agonizing.” — Head of TBM

The solution: an integrated, intelligence-ready Business of IT ecosystem

The airline partnered with Cprime to rewire its architecture, financial, and delivery systems into a single correlated data asset. LeanIX became the backbone of enterprise architecture management, integrated with Apptio Targetprocess for delivery visibility and Apptio One for financial intelligence.

Industry benchmark context

What misalignment costs organizations:
• 64% of projects fail to meet goals
• 50% of work cannot be accurately allocated
• 80% of resource-management processes are ineffective
• Organizations overspend 15–30% on projects

The solution: an integrated, intelligence-ready Business of IT ecosystem

The airline partnered with Cprime to rewire its architecture, financial, and delivery systems into a single correlated data asset. LeanIX became the backbone of enterprise architecture management, integrated with Apptio Targetprocess for delivery visibility and Apptio One for financial intelligence.

“Early work in EAM streamlined and, in many ways, catapulted the progress needed to reach application TCO.” — Mohammad Attieh, Senior Digital Transformation Consultant, Cprime

The team established shared master data standards, defined systems of record, and automated data flows across applications, cloud assets, labor spend, and work hierarchies. Time writing was replaced with a backlog-driven labor cost model. Cloud tagging was standardized so infrastructure costs aligned cleanly to applications.

Targetprocess became the connective layer, linking business capabilities, applications, IT components, work, workforce, and financials into a seamless lifecycle, from strategy and architecture through deployment and operations.

The impact: real-time visibility, stronger governance, and measurable value flow

The airline now operates with unified, real-time transparency across architecture, finance, work, and cloud operations. Leaders access a single system of truth that sharpens decision-making, strengthens governance, and accelerates enterprise clarity.

Industry benchmark context

Why alignment matters:
• Highly aligned organizations grow revenue 58% faster
• They are 72% more profitable
• Deliver 96% customer satisfaction vs. 30% in low-alignment orgs
• Experience significantly higher workforce engagement

Key outcomes
  • Automated TCO by application with real-time labor and cloud attribution
  • Complete, correlated enterprise work hierarchy tied to financials
  • 100+ solutions per quarter governed through integrated architecture processes
  • Single authoritative master data asset serving architecture, audit, continuity, privacy, and AI governance functions
  • Unified view of investment, risk, application health, and lifecycle performance
  • Ability to trace delivery directly to invoices bringing transparency to deliverables and accurate capital reporting

This connected architecture creates the foundation for showback, chargeback, and next-generation allocation models, including Kafka topic-level costing.

A foundation poised for continuous evolution

Our client’s transformation demonstrates how a connected architecture activates intelligence, clarity, and operational momentum. By aligning master data, integrating platforms, and automating cost insights, the airline positioned itself to scale smarter decisions and orchestrate value with greater precision.

If you’d like to explore how your organization can achieve similar results, get in touch with our team to start the conversation.

Micron’s Story: Rapid Cloud Upgrades with Atlassian’s FastShift Program in a Complex Enterprise Landscape

Posted on November 12, 2025 by -

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Micron Technology had a bold vision: to see its operations in a new light as it became an AI-first enterprise. But their journey was constrained by the limits of on-premises infrastructure. With more than 60,000 users across global teams and 26 terabytes of Jira and Confluence data, their Atlassian Data Center environment had grown too large, too complex, and too costly to sustain. Scalability was slowing. Innovation was stalling. And the push toward AI adoption demanded a modern, cloud-based foundation. 

Cprime had been Micron’s trusted Atlassian partner for over a decade, managing licenses, delivering consulting engagements, and supporting platform growth at every step. When Micron committed to the move, they turned again to Cprime, partnering under Atlassian’s FastShift program to rearchitect their system of work for the next era. 

Designing a migration built for scale and certainty 

The challenge was to move a living ecosystem without disruption. Cprime developed a phased, full-service migration strategy centered on precision, collaboration, and resilience. 

Planning began with an on-site kickoff and strategy session to define every phase, role, and timeline. Cprime, Atlassian, and Micron formed a single integrated team operating within a shared Jira and Confluence Cloud workspace to maintain real-time visibility. Daily standups, weekly syncs, and steering committee meetings kept every decision transparent and every milestone accountable. 

To ensure reliability, Cprime executed extensive sandbox testing, dry runs, and add-on remediation to modernize integrations and eliminate technical debt before go-live. The migration was intentionally structured in two phases: external instances first, then internal, to minimize business risk and downtime. The solution also implemented Bring Your Own Key (BYOK) encryption to meet Micron’s stringent data security and compliance requirements. 

Engineering confidence through partnership 

At the heart of the engagement was collaboration. Cprime’s technical architects and project leads worked shoulder to shoulder with Micron’s internal experts and Atlassian’s FastShift team to anticipate challenges and adapt quickly. This integrated approach ensured decisions were made with full visibility and that stakeholders could resolve issues in real time. The result was a program that operated with the speed and clarity of a single, orchestrated team. 

Cprime also embedded enablement into every phase of delivery. From training and user acceptance testing to structured hypercare, the team ensured that Micron’s workforce could fully embrace the new environment from day one. The goal extended beyond migration, driving sustained momentum. 

A seamless transition to cloud-scale performance 

The results illuminated the impact of careful planning. Cprime successfully migrated four Atlassian Data Center instances—more than 60,000 users, 8 million issues and pages, and 26 terabytes of attachments—to Atlassian Cloud with under eight hours of total downtime. The new environment now operates with a 99.9% uptime guarantee and delivers up to 40% measurable performance improvement across teams. The cloud-native platform delivers faster response times, stronger security compliance, and seamless collaboration across global teams. 

Micron now operates on a unified, cloud-native Atlassian platform that accelerates visibility, reduces maintenance overhead, and positions the enterprise for AI-first innovation. With Cprime as a long-term partner, Micron has modernized its tools and redefined how its teams connect, create, and deliver value. 

The foundation for intelligent orchestration 

By transitioning to Atlassian Cloud, Micron brought new clarity to how its teams collaborate and advanced from static systems to dynamic orchestration. The migration eliminated silos, unlocked continuous scalability, and enabled data flow across systems, creating the environment needed for AI-driven efficiency and insight. 

As enterprises like Micron evolve toward AI-first operating models, Cprime continues to lead at the intersection of technology, strategy, and transformation, helping organizations rewire their systems of work into intelligent, adaptive, and future-ready ecosystems. 

Want to explore what Atlassian Cloud can do for you?

A Leading Healthcare Provider Delivers World-class Employee Experience with INRY and ServiceNow

Posted on September 11, 2025 by -

Case_Study_A Leading Healthcare Provider Delivers World-class Employee Experience with INRY and ServiceNow

The Mission

The customer is a fast-growing healthcare network comprised of clinics, outpatient centers, and hospitals spanning a four-state region. With almost 30,000 employees, they are committed to its mission of exceptional care, patient ease and convenience, and community wellness.

The organization started as Twin City Hospital in Winston-Salem, North Carolina, almost 130 years ago and has grown steadily through organic expansion and acquisition. As the organization sought to elevate employee experience as part of a concerted effort to retain its world-class talent, it turned to ServiceNow and INRY.

The Opportunity

The organization’s expanding workforce needed timely, responsive, and accurate HR support to fulfill its critical mission. As part of the project undertaken by the customer, INRY, and the team at ServiceNow, a cutting-edge solution was delivered that included capabilities like:

  • Virtual Agent to provide colleagues with 24×7 access to interactive, AI-powered support to address frequent questions when and where they surface, even off-hours
  • HR Case Management to ensure that issues unresolved through self-service are routed to the most appropriate resource for timely attention
  • Employee Center Pro to create a “one-start shop” for HR services, corporate communications, and other information
  • Knowledge Management for quick access to information addressing common HR-related inquiries
  • HR Services Configuration to simplify help requests, ensure proper routing, and support SLA monitoring
  • PeopleSoft and Infor Integrations to extend the value of existing HCM/ERP systems
  • Increased HR Capacity as self-service options reduced manual request volumes, giving HR teams more time to focus on talent strategy

The Results

The HRSD solution delivered strong results for employees and HR teams alike. Benefits realized since go-live include:

  • Improved employee satisfaction with HR services, especially in sensitive areas like compensation and benefits, fostering a sense of value and support
  • Fewer overall inquiries due to effective self-service via the ServiceNow Knowledgebase and Virtual Agent
  • Faster time to resolution for escalated cases, with better data capture and case tracking

Want to see similar results? Speak to our ServiceNow HRSD experts today!

Transforming the Caregiver Experience: How Healthcare Leaders Boost Efficiency and Retention with ServiceNow

Posted on August 19, 2025 by -

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The Challenge: When Administrative Burden Prevents Patient Care

For leading healthcare organizations, the pressure to deliver exceptional patient care is constant. Yet, internal systems and legacy service desks were creating roadblocks. Clinicians were spending less than 50% of their day on direct patient support, with 2-3 hours consumed by administration and charting on disjointed systems. 

This administrative burden created a deeply frustrating employee experience, reflected in an extremely low IT Net Promoter Score of -19. The sentiment was so poor that it directly impacted workforce stability. The difficult onboarding process and daily operational hurdles contributed to nurse turnover rates exceeding 40%, with each replacement costing the organization $30,000. Branch managers spent excessive time on hiring and training instead of focusing on patient care. The organization recognized the need for a fundamental change to remove operational roadblocks and enable caregivers to focus on what matters most: the patients.

The Solution: A Strategic Partnership and a Unified Platform

To resolve these underlying issues, the organization needed a partner with proven technical and industry-specific expertise. They selected Cprime for our:

  • Deep Healthcare Expertise: A nuanced understanding of healthcare workflows and compliance requirements.
  • Workday Integration Mastery: Demonstrated experience with complex HR system integrations, which was critical to their vision.
  • Strategic, Collaborative Approach: A partnership model that empowers clients to make informed decisions and drive the project forward.

Cprime collaborated with the healthcare leader to design and implement a ServiceNow-based solution that rewired systems and orchestrated processes to redefine the caregiver experience. At the core of the solution was the creation of a unified Employee Service Portal, consolidating HR, IT, and other corporate services into a single, easy-to-access touchpoint.

The implementation established a resilient technical foundation, seamlessly integrating ServiceNow’s HR Service Delivery and ITSM modules with the organization’s existing Workday HR system. We established a powerful and intuitive knowledge base, giving employees instant access to information and empowering them with self-service capabilities.

The Results: A Landmark Transformation in Efficiency and Experience

The implementation of the unified ServiceNow platform produced a profound shift in operational efficiency and a measurable uplift in the employee experience. The results changed the entire conversation around the value of internal services.

Revolutionized Employee Experience & Retention

The focus on creating a frictionless experience yielded a historic 62-point increase in the IT NPS score, from -19 to +43. This 62-point shift proves how a well-executed ServiceNow solution can measurably elevate employee sentiment. By simplifying administrative tasks, nurse turnover dropped from over 40% to the mid-20s, and the organization reduced attrition in its personal care services by 25%. In an industry where replacing a single nurse is a major cost, this represents a significant return on investment.

“I’ve never seen a sixty-two-point turnaround in NPS, but it’s been huge for us.” — CIO

Dramatic Gains in Operational Efficiency

The HR knowledge base achieved a 90% case deflection rate, with ten article views resulting in only one call to the service center. This efficiency gain, powered by ServiceNow, allowed the HR service team to shrink from 25 reps to 15, even as the organization doubled in size. The quality of the solution was recognized externally, with the portal placing in the top 10 of a global ServiceNow portal competition.

Enabling a Strategic Focus on Patient Care

With basic needs met efficiently, conversations between leaders and corporate services shifted from tactical complaints to strategic discussions about improving patient outcomes. As the CIO noted, the ultimate goal was to empower caregivers to spend 80% of their time providing care. Technology and HR evolved into partners in the mission.

“We needed to create capacity by letting our team focus on what they do best. ServiceNow helped us move toward nurses spending 80% of their time on care and 20% on other tasks—the most patient-centric approach possible.” — CIO

The Path to Continuous Improvement with a ServiceNow Partner

The journey is ongoing. With a solid foundation in place, these healthcare leaders are now positioned to further refine their operations. The roadmap expands platform integrations with tools like Microsoft Teams and applies agentic AI to fulfill requests autonomously, anticipating needs and resolving issues before they arise.

The Bigger Picture: Key Insights for Digital Transformation with ServiceNow in the Healthcare Sector

This journey offers valuable lessons for other organizations in the healthcare sector. It demonstrates that investing in the employee and caregiver experience is a direct investment in patient care quality, talent retention, and operational resilience. By removing administrative friction, organizations can activate the full potential of their clinical staff.

The success of this ServiceNow implementation underscores the power of a unified platform approach. Breaking down the silos between IT, HR, and other corporate functions creates a more cohesive and efficient organization, better equipped to face the challenges of a demanding industry. Finally, the engagement highlights the value of a knowledgeable partner who can provide resources, accelerate decision-making, and help drive a clear vision from strategy to execution.

Would you like to see similar results for your organization?

Explore our flexible ServiceNow Solutions to see how we empower healthcare teams and drive efficiency.