Results
Eliminated 40-minute ticket response time
Expanded HR service access across 1,070+ schools
Increased self-service adoption and agent efficiency
Improved employee access to HR and legal information
Applications
THE CLIENT
Delivering care and education at scale
The client is one of the largest early childhood education providers in the United States, operating a nationwide network of schools under multiple brands. With a mission to deliver high-quality childcare and early education, the organization serves families across the country with a people-first approach. As the client continues to grow, delivering consistent, scalable employee experiences has become a key area of focus.
“I thoroughly enjoyed working with Cask and I am looking forward to our next project with the team. We will continue to improve our process leading to even better results.”
— Client Representative
THE CHALLENGE
Streamlining service delivery across a vast, people-centered organization
As the client has continued to grow, so has the complexity of its internal operations. In particular, the client faced persistent challenges in managing HR requests and IT service interactions for its distributed workforce.
For HR, employees often lacked a clear, consistent way to access help with topics like workplace accommodations, leave-of-absence requests, or payroll issues. Requests were routed manually, information was siloed, and employees often waited for answers that could have been found more efficiently. Meanwhile, the internal teams supporting these functions were dealing with fragmented systems and had limited visibility into metrics that could help improve performance.
On the IT side, response times were a major concern. Before engaging with Cask NX, ticket response time could take up to 40 minutes, leaving users frustrated and support teams overwhelmed. Without a centralized, scalable service experience, the client found it difficult to provide the responsiveness, transparency, and efficiency that staff expected across its nationwide footprint.
The client needed a solution that could scale with its growth while also empowering employees to find information quickly and giving internal teams the tools to respond more effectively. But most importantly, it needed a partner to guide this transformation. A partner that could help define a path forward while understanding the nuances of the client’s culture and goals.
THE SOLUTION
Empowering employees and agents through smarter service delivery
To meet its needs for scale, speed, and employee experience, the client partnered with Cask to implement a tailored solution using ServiceNow’s HR Service Delivery and ITSM products. This was the client’s third successful project with Cask NX, a testament to the trusted and collaborative relationship between the organizations.
This phase focused on building and piloting foundational capabilities in a development instance before launching a broader rollout. The pilot group included a subset of the client’s schools, giving the team a valuable opportunity to gather real-world feedback ahead of full-scale deployment in FY25.
Key solution areas included the following:
- HR service portal and taxonomy: Cask helped the client create a clear, intuitive structure for navigating HR and Legal topics, making it easy for employees to find what they need.
- Self-service enablement: With knowledge management and a redesigned service catalog, employees could now solve many HR and legal-related issues—reducing unnecessary case volume.
- Agent and case management: Cask configured ServiceNow to streamline how agents handled incoming requests, enabling faster triage, routing, and resolution.
- Legal request management: A dedicated workflow ensured that legal-related matters were handled securely and efficiently.
- Data transparency and reporting: Improved metrics gave the client’s IT and HR leaders new insight into team performance, case trends, and employee satisfaction.
On the ITSM side, internal processes were modernized to reduce response time, increase visibility, and enhance user satisfaction. By managing incidents and requests separately and setting clear expectations for response and resolution, the IT team gained new credibility and clarity in its service delivery.
As a result, the client was able to achieve measurable improvements, including the following:
- Empowered staff to self-solve issues more quickly
- Reduced manual workload for agents through smart routing and categorization
- Improved the quality and speed of HR and IT responses
- Delivered a better overall experience to employees across the country
These improvements laid the groundwork for a scalable, user-friendly service experience that supports both employee needs and organizational growth.
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 solutions?
Overall, how would you rate your experience on this project?
The partner experience
Building a relationship built on communication and trust
For the client, success was not just about implementing technology but also about finding a guide it could trust to navigate the change. Cask NX provided that support.
The client consistently cited Cask’s clear communication, responsiveness, and professionalism throughout the project. Project leaders noted how the team helped keep momentum steady and expectations aligned. While the use of offshore development resources introduced a few hurdles along the way, Cask’s core team remained fully engaged and focused on delivering the results the client needed.
The relationship was rooted in mutual respect and a shared commitment to continuous improvement. As one stakeholder put it, “The team was highly engaged and professional. They delivered exactly what we were looking for.”
Cask NX didn’t just implement a platform, it helped the client bring a new vision for service delivery to life.
Associated resources
Let’s Innovate Together!
Request a
complimentary
consultation from
Cask NX
Cask’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
Your journey to innovation is just a click away. Schedule your meeting with our advisors and become part of the success story that defines your organization’s future.