Results
8 months from project start to go-live
600+ SLAs restructured
4,000+ service hours delivered
350+ workflows automated
Applications
THE CLIENT
Leading retail through digital transformation
With over 670 stores operating under multiple brands across Brazil, Uruguay, and Argentina, the client is a large omnichannel fashion retailer in Brazil. Its commitment to combining exceptional customer experiences with operational innovation has made it a leader in retail transformation. As part of that vision, the company has continuously sought to modernize its shared services and enterprise operations through scalable digital tools.
“This initiative gave us the structure and visibility we needed to shift operational control into the hands of the business and scale digital efficiency.”
—Client Representative
THE CHALLENGE
Limited reach and reliance on IT slowed progress
Though the client had implemented ServiceNow in 2019, its usage was largely confined to the IT department. The platform’s full capabilities were underutilized, limiting the standardization of service-level agreements (SLAs) and contributing to inconsistent processes across business units. Shared Services Centers (SSCs), which should have operated with a degree of autonomy, remained highly dependent on IT to execute administrative routines and manage operational requests.
This centralization created bottlenecks and constrained the organization’s ability to scale or optimize its internal services. SLAs were scattered across departments and lacked governance, leading to inefficiencies, rework, and difficulty measuring performance. As demand for internal services grew, manual processes further strained resources, especially for administrative teams managing disparate departments, including Finance, HR, Infrastructure, Maintenance, Logistics, and Customer Relations.
It became clear that to maintain its competitive edge, the client needed a platform that empowered business units, automated routine tasks, and supported governance at scale. The company’s leadership recognized that ServiceNow had the potential to become a true corporate service hub if it could be restructured and expanded strategically.
THE SOLUTION
Empowering business units with an enterprise platform
To unlock the full value of ServiceNow, the client partnered with Cask Brazil to lead a wide-scale transformation of the platform. The goal was to reposition ServiceNow as a centralized service hub that could serve IT and business units alike while driving efficiency, autonomy, and operational excellence.
Key elements of the solution included the following:
- Module evolution and governance: The project focused on sustaining and evolving the ITSM, CSM, and App Engine modules while ensuring that platform usage aligned with best practices and business goals. Governance processes were introduced to support consistency and performance measurement across departments.
- Reorganization of SLA: More than 600 SLAs were reviewed and restructured to reflect current business needs and improve accountability. SLAs were embedded into workflows and catalog items, giving service owners the ability to track and optimize performance.
- Decentralized SSC routines: Responsibility for SSC routines previously handled by IT was transferred to the respective business units. This shift not only reduced IT workload but also gave departments like Finance and HR more direct control over their own service execution.
- Process automation and catalog expansion: Manual, repetitive tasks were automated using App Engine and CSM functionality. As a result, the company now operates with more than 720 catalog items and over 350 active workflows, covering a wide range of internal services.
- High-volume technical enhancements: In just eight months, Cask delivered more than 4,000 service hours, including 320 technical enhancements and fulfillment of over 1,000 requests. These upgrades improved functionality and ensured the platform scaled with demand.
The transformation accelerated service delivery, enhanced visibility across operations, and established a more agile, responsive support model. Business units gained autonomy, employee satisfaction rose, and a strong foundation for ongoing improvement was set in motion. By expanding ServiceNow’s role across departments and embedding it into the core of internal operations, the client positioned itself for sustained innovation. Today, the platform supports nearly every function and serves as a critical driver of enterprise-wide transformation.
Understood our business requirements?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
Overall, how would you rate your experience on this project?
THE PARTNER EXPERIENCE
Working together for long-term impact
The partnership between the client and Cask Brazil was built on transparency, structure, and a shared commitment to long-term growth. From the outset, both teams aligned around a clear vision: to transform ServiceNow into a powerful enabler of innovation and accountability across the enterprise. Cask brought deep technical and product expertise, while the client provided clear business priorities and insight into real-world needs. The result was a scalable model that addressed immediate challenges and laid the groundwork for future expansion across functions and regions. Today, the client operates with greater speed, consistency, and visibility—empowered by a fully integrated, enterprise-grade service platform that continues to raise the bar for digital transformation in Brazilian retail.
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