Research Hub > Creating a Customized App for Streamlined Customer Experiences
Use Case
3 min

Creating a Customized App for Streamlined Customer Experiences

After an integrated application upgrade, a technology provider was able to deliver greater efficiency and visibility, ultimately increasing end-user satisfaction.

CDW Expert CDW Expert

App-based integrations drive market expansion

83%

percentage of organizations that view product integrations as one of their biggest priorities1

52%

percentage of organizations that have been able to expand into new markets through integrations2

Can a customized app solution accelerate business growth?

A REAL-WORLD EXAMPLE

A ServiceNow® Application to Serve Numerous Clients

A digital communications technology provider needed to perform a unified application upgrade and address challenges brought on by a fragmented system.

The current system necessitated manual interventions and was creating inefficiencies, a higher risk of errors and difficulties in achieving unified visibility across the provider’s infrastructure — significantly impacting customer satisfaction and resource allocation.

The provider sought to address these issues for its end users by launching a new ServiceNow Store application. This app would enable subscribed clients to seamlessly integrate into ServiceNow using the easy-to-implement store app.

Working with CDW, the technology provider defined its needs for the app:

  • Repeatable across clients
  • Flexible capabilities including comprehensive IT service management functionalities
  • Powerful integration and automation tools with robust compliance and reporting features
  • A unified view of IT operations plus scalability to accommodate growing organizational needs

THE TURNING POINT

Expert Consulting Informs Tailored App Features

CDW’s partner relationships and industry expertise enabled access to a wide range of resources, including ServiceNow and Cisco Intersight consultants, who guided the customer through application launch, testing and ongoing support. This involved developing strong workflows, automation and data synchronization features tailored to the customer’s requirements.

The team designed the app to accommodate future updates to ServiceNow and Cisco Intersight products, prioritizing scalability and long-term value for users. CDW also facilitated the app’s submission to the ServiceNow Store, ensuring it met quality standards and supported marketing efforts to attract potential users.

THE RESULTS

Customized Solutions Bring a Competitive Edge

Customer service agent sitting at his office desk in front of the monitor, using webcam and headset.

The customized integrated app improved operations through smoother communications and better data exchange between customer solutions and the ServiceNow platform.

Here’s why it worked:

  • ServiceNow’s flexible capabilities include comprehensive IT service management functionalities, powerful integration and automation tools while offering a unified view of IT operations
  • The increased overall efficiency and enhanced customer satisfaction reduces manual effort
  • A seamless experience offers easy integration from the client and provider’s technologies into existing ServiceNow environments

What’s next?

This innovation expanded customer market reach — driving increased sales and revenue, strengthening the brand as a trusted provider of advanced integrated solutions and enhancing competitiveness with long-term customer loyalty.

Sources:
1 Forbes, “Why B2B Organizations Fail to Realize the Full Benefits of Product Integrations,” May 2024
2 Merge, “State of Product Integrations Report,” December 2023

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