Results
Achieved go-live in under 12 weeks
Reduced service resolution time
Increased ticket efficiency
Scaled IT service capabilities
Applications
THE CLIENT
Building community and elevating the resident experience
The client is a multifamily real-estate company committed to enhancing the resident experience across its rapidly expanding portfolio. With properties that span multiple markets, the client offers more than apartment units-it focuses on creating community-oriented, high-quality living spaces that meet the unique needs of residents. As the company continues its ambitious growth, it sought a more advanced IT service management approach to support and sustain its operational excellence.
"Cask has provided a highly skilled team whose performance has surpassed our initial expectations."
THE CHALLENGE
Outdated systems constraining growth
The multifamily real-estate company was grappling with a service management infrastructure that limited its capacity to scale with its rapidly growing portfolio. As the company expanded, so did the complexity of its ticketing and service operations. However, these were supported by an outdated ticket management system that could no longer meet the organization's scale or needs. These systems lacked essential features for scalability-such as automated workflows-that would allow the client's internal teams to work efficiently and keep pace with the demands of a growing business.
The company's pre-existing setup, based on a patchwork of tools, was initially effective but soon became a bottleneck as it pursued broader goals. It lacked the robust functionality the client needed for efficient incident, request, and knowledge management, which was essential as the company scaled into new markets. Without a standardized approach to IT service management (ITSM), field property managers and operations staff found it increasingly challenging to keep track of requests and support issues across a diversifying property portfolio.
Compounding these issues, the client's fragmented service landscape introduced operational redundancies and misalignment. With each department operating independently, resources were stretched thin, causing its IT team to spend more time on tactical firefighting than on strategic initiatives. To support the company's trajectory, the team turned to Cask's ITSM Essentials solution alongside Cask Reserve for ongoing support-services that would offer a future-ready, scalable solution to drive efficiency and meet the company's growth needs.
THE SOLUTION
A streamlined, scalable ITSM platform using Cask Essentials
To enable the client to transform its IT operations with rapid implementation and predictable costs, Cask delivered ITSM Essentials solution and ongoing management with Cask Reserve. Within just 12 weeks, Cask transformed the multifamily real-estate company's IT service infrastructure. Cask ITSM Essentials not only consolidated the company's ticket management into a single, scalable platform but also included foundational IT service management capabilities like incident management and a centralized service catalog. The implementation involved key ServiceNow components that replaced outdated functions with scalable, modernized solutions tailored to the client's specific requirements.
Key solution features included the following:
- Centralized service catalog and request fulfillment: The company's new, streamlined catalog structure provided users with a standardized, easy-to-navigate interface for service requests, automating routine tasks and aligning with its unique operational needs.
- Enhanced incident management: By integrating incident workflows directly into ServiceNow, Cask enabled the company's IT team to handle incidents with optimized response and resolution times, increasing overall efficiency.
- Comprehensive knowledge management: A new knowledge base was implemented, which empowered staff to solve common issues independently and provided the IT team with valuable data insights for continuous improvement.
These enhancements equipped the client with a unified platform capable of adapting to future business needs, allowing the organization to better serve property managers and other stakeholders across its growing portfolio. With ServiceNow ITSM Essentials, implementation costs remained predictable and fixed, allowing it to plan for future expansions without concerns over escalating IT service costs.
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
Continuous collaboration fueling innovation with Cask Reserve
Throughout the ITSM Essentials project and beyond, Cask focused on fostering a strong partnership that enabled the client to feel confident in the transformation. Working closely with the client's IT team, Cask developed an implementation approach rooted in collaboration and agility. Regular check-ins, progress reviews, and a well-defined project plan (all part of Cask Essentials) facilitated seamless knowledge transfer, empowering the client's team to independently manage and expand its ServiceNow applications post-implementation.
Beyond the core ITSM Essentials implementation, the Cask Reserve program provided the client with an ongoing enhancement and support framework designed to fuel continuous improvement. Cask Reserve's proactive approach keeps the client's ITSM platform agile and evolving, adapting to emerging needs and opportunities. Regular consultations, strategic planning sessions, and technical reviews ensure that the client stays ahead in its service management capabilities.
With ITSM Essentials and Cask Reserve working in tandem, the multifamily housing company continues to scale confidently, meeting new demands with a responsive, flexible IT infrastructure.
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Let's Innovate Together!
Request a complimentary consultation from Cask
Interested in implementing ServiceNow in less than 12 weeks, at a predictable cost, and with no surprises? Reach out to learn more about Cask Essentials, which includes eight customizable offerings-such as ITSM-to meet your unique needs. Combined with Cask Reserve for ongoing enhancements and support, our partnership goes beyond implementation to ensure that your ServiceNow platform grows and innovates with your organization.
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 Cask advisors and become part of the success story that defines your organization's future.
