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Avalara accelerates business impact on its ServiceNow journey

A multi-year partnership with Cask to maximize ServiceNow value


reduce process turnaround

1000 hours/month saved, just in SecOps


Decreased time to resolution

50% savings in help desk hours with ITSM


Asset 78@2x

Increased auditing and compliance checks with VR and IRM


Driving innovation through tax automation

Avalara provides tax automation software to businesses of all sizes. With 5,000 employees and 30,000 customers globally, the company aims to make tax compliance easier and more accurate. To support growth and innovation, Avalara looked to ServiceNow to increase operational efficiency and improve the employee experience.

“We estimate that we’ve saved 5 FTEs or 1000 hours per month in SecOps. And while the organization has doubled in size, our help desk has stayed flat.”

Derek Nohr
Director, People Technology



A blueprint for amplifying business value

Avalara had a strategic vision for their ServiceNow implementation: start modestly but aim high. Their first venture with Cask—implementing Safe Workplace Delivery during the pandemic—led to additional collaboration. Encouraged by the immediate benefits, Avalara extended their partnership with Cask into IT Service Management, Security Operations, and eventually, HR Service Delivery.

While Avalara already had a capable platform team, they recognized the value Cask could add as a thought leader and guide. Cask didn’t merely deliver solutions; they empowered Avalara to scale up operations with confidence, tackling complex scenarios. This collaborative spirit has turned Avalara’s strategic vision into an operational reality.

As Avalara moves forward, they’re not just looking to implement more modules—they’re on a journey to redefine operational excellence. They don’t just see Cask as a ServiceNow implementer; they see Cask as a strategic partner for the long haul, capable of helping them turn ambitious visions into measurable outcomes.

December 2021

Facilitating safe workplace transitions for Avalara

ServiceNow Workplace Service Delivery

As Avalara sought to navigate the complexities of a safe return to the workplace, they partnered with Cask for the configuration and implementation of their newly-acquired ServiceNow Workplace Service Delivery applications.

The project focused on providing Avalara staff with an intuitive, accessible portal for reserving sanitized workspaces, as well as streamlining health screening processes.

Success was marked by the achievement of key performance indicators, including a documented objective 3rd-party assessment and the enablement of staff to safely reserve workspaces.


  • HR: Employee Center Pro
  • Workplace: Employee Health Screening
  • Workplace: Safe Workplace Dashboard
  • Workplace: Workplace Reservation
December 2021

June 2022

Elevating Avalara’s IT service management: A seamless transformation

IT Service Management

Avalara transitioned its IT Service Management (ITSM) processes onto the ServiceNow platform. The focus was to centralize service desk operations, streamline incident management, and enable self-service capabilities for end-users.

The outcome was an efficient, unified approach to ITSM, setting the stage for ongoing service enhancements and operational excellence. Despite the organization doubling in size over the last 2 years, the size of the help desk has stayed flat, saving Avalara 50% of the required help desk labor.


  • App Engine: App Engine for ITSM
  • ITSM: Change Management
  • ITSM: Incident Management
  • ITSM: Request Management
  • ITSM: Service Operations Workspace ITSM Applications
  • ITSM: Knowledge Management
  • ITSM: Service Catalog
June 2022

August 2022

Bridging cybersecurity and service management for enhanced security posture


Avalara implemented a comprehensive Security Operations (SecOps) solution on the ServiceNow platform. The highly specialized engagement involved Security Incident Response (SIR) and Vulnerability Response (VR), creating a seamless bridge between the worlds of cybersecurity and service management.

The successful deployment not only empowered Avalara with the enhanced effectiveness and efficiency in both security incident and vulnerability response but also offered advanced analytics for real-time monitoring and decision-making. Avalara estimates that the SecOps enhancements have saved them 1000 hours of labor per month.

CSAT: 5/5 ★★★★★


  • Security: Security Incident Response
  • Security: Vulnerability Response
August 2022

July 2023

Revolutionizing HR operations for Avalara

HR Operations

Initiating a new chapter in HR Service Delivery, Cask and Avalara successfully implemented ServiceNow’s HRSD suite.

Focused on Knowledge Management and Case Management, the implementation transformed Avalara’s HR processes from being Jira-dependent to an optimized ServiceNow ecosystem. Prior to the HRSD implementation, Avalara’s HR had been working from a shared inbox to handle case management. With employee requests now connected to catalog items, Avalara has automated the request routing, saving considerable time for HR.

With HRSD, Avalara elevated employee self-service, improved HR service quality, and introduced insightful dashboards for decision-making.


  • HR: HR Service Management
  • HR: Knowledge Management
  • HR: Case Management
July 2023

A tailored, transformative journey

Digging deep to understand Avalara’s unique business needs, Cask seamlessly aligned with the Avalara team. With a focus on crafting exceptional, tailored solutions, Avalara and Cask moved beyond a client-vendor relationship to forge a committed journey partnership. This consultative approach has enabled Avalara to maximize their Now Platform investment, unlocking new capabilities at each implementation phase.

Avalara is now looking toward implementations for ServiceNow Software Asset Management and Workplace Service Delivery. “ServiceNow is like Lego to me,” says Derek Nohr, Director of People Technology at Avalara. “The more bricks you have, the cooler solutions you can make. And we at Avalara are getting all the Legos.”

Together, Avalara and Cask turn possibilities into measurable outcomes—and are empowered to innovate confidently, now and in the future.

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“The Cask team is incredibly skilled. . . They provided excellent value in both design/architecture and implementation of our processes into ServiceNow.”

Derek Nohr
Director, People Technology

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Let’s Innovate Together!

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Your journey to innovation is just a click away. Schedule your meeting with our Cask advisors and become part of the success story that defines your organization’s future.

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