Executive Summary
Enterprises with distributed operations face exponential growth in service requests, incident volume, and approval dependencies. Without modern orchestration platforms, these support functions devolve into silos of inefficiency, leading to extended Mean Time to Resolution (MTTR), poor SLA compliance, and increased operational expenditure.
This case study details how DPR Solutions Inc., a Virginia-based digital transformation leader, executed a full-spectrum ServiceNow consulting and implementation engagement that doubled a Fortune 1000 client’s workflow velocity. By re-engineering incident, request, and approval lifecycles through ServiceNow workflow automation and optimization, the organization achieved:
- 52% reduction in case resolution time (MTTR)
- 70% faster approval cycles for access and change requests
- 2x throughput increase in service desk workload capacity without headcount growth
- 30%+ reduction in operating costs associated with ticket handling and escalations
This technical account demonstrates how DPR Solutions leveraged ITSM best practices, no-code orchestration, and automation at scale to redefine support delivery.
Introduction
Support functions, whether IT service desks or enterprise shared services, are under immense pressure to balance user experience with operational efficiency. According to ServiceNow industry benchmarks, knowledge-enabled workflows close cases 52% faster and reduce escalations by 83%. But most organizations are still held back by email-based approvals, spreadsheet tracking, and siloed systems.
Founded in 2002, DPR Solutions is a leading enterprise workflow automation provider based in Ashburn, Virginia. Specializing in ServiceNow consulting & implementation services, our teams engage in end-to-end transformations, from architecture design to managed support. For this engagement, the client, a U.S.-based enterprise with multi-division IT operations, needed to modernize its support delivery model to scale with demand.
The Challenge
The client’s existing support process had several critical shortcomings:
- Heavy Manual Workload: Helpdesk staff were bogged down by repetitive tasks. Studies show “58% of organizations say their IT team spends more than five hours per week” on routine requests. In practice, our client’s agents spent most of their day resetting passwords, updating user accounts, and routing tickets manually.
- Fragmented Knowledge and Siloes: Knowledge was trapped in emails or local docs. There was no centralized knowledge base, so similar issues were solved repeatedly from scratch. Delayed content sharing slowed resolution: valuable fix details weren’t captured for reuse in each case.
- Lengthy Approvals: Complex approval chains caused costly delays. For example, access requests could take nearly a week for all sign-offs. (In one comparable case, manual approvals averaged 4–5 days before automation.)
- Disconnected Systems: The client relied on multiple legacy tools and spreadsheets. Agents had to toggle between systems and re-enter data, leading to errors and lost time.
- Scaling Issues: As case volumes grew, backlogs lengthened. Customers and employees experienced slow service. Adding staff was the only way to improve speed without automation – an inefficient, costly fix.
These issues meant high support costs and poor customer satisfaction. Gartner research highlights that process inefficiencies of this kind lower morale and cause attrition (90% of IT staff say repetitive tasks hurt morale). The client needed a unified platform to streamline workflows, automate approvals, and capture knowledge – exactly the capabilities of ServiceNow’s IT and Customer Service Management solutions.
The Solution
DPR Solutions designed a ServiceNow-powered support transformation. We implemented the Now Platform’s workflow automation tools to replace manual steps with digital processes. Key solution elements included:
Step 1: Unified Workflow Engine
- Implemented ServiceNow Flow Designer & Process Automation Designer.
- Mapped all support steps (onboarding, password resets, incident triage, etc.) into automated flows.
- Built no-code playbooks to remove manual data entry and disconnected systems.
- Result: Seamless data flow across modules and faster execution of everyday tasks.
Step 2: Automated Ticket Routing & Approvals
- Configured ServiceNow to auto-assign tickets by category, priority, and skill set.
- Embedded approval rules with reminders and escalation logic.
- Reduced approval lag from 4–5 days to about 1 day (~70% faster cycle).
- Eliminated routine bottlenecks through real-time escalation workflows.
Step 3: Self-Service & Knowledge Integration
- Developed a unified self-service portal for employees and customers.
- End users can search FAQs, request services, and track tickets independently.
- Agents are required to publish solutions to the knowledge base on ticket closure.
- Result: Knowledge-centered approach improved reuse and reduced repeat tickets.
Step 4: AI-Driven Assistance
- Activated ServiceNow’s AI recommendations to support routing and resolution.
- Suggested relevant KB articles automatically during ticket handling.
- Automated ~30% of the routine workload through low-level task execution.
- Gave agents AI prompts to accelerate troubleshooting and improve accuracy.
Step 5: Metrics & Real-Time Reporting
- Configured dashboards to monitor SLA compliance, ticket backlog, MTTR, and case volumes.
- Provided leadership with real-time visibility into performance.
- Enabled data-driven decisions for proactive support optimization.
DPR Solutions effectively executed a comprehensive ServiceNow consulting engagement: combining ITSM configuration, business process reengineering, integration services, and knowledge enablement into a unified transformation program.
Results That Redefine by DPR Solutions
DPR Solutions transformed fragmented support operations into a seamless, data-driven system. The measurable outcomes redefined speed, efficiency, and user satisfaction across every client’s ServiceNow environment layer.
- Mean Time to Resolution (MTTR): Reduced from over 4 days to approximately 2 days, improving resolution speed by 52%.
- Approval Cycle Duration: Decreased from 4–5 days to less than 36 hours, resulting in a 70% faster approval process.
- Ticket Throughput per Agent: Each agent now processes twice as many tickets as before, achieving a 100% increase in throughput.
- Knowledge Attach Rate: Increased significantly from around 20% to 87%, marking a +335% improvement in knowledge utilization.
- SLA Compliance: Improved from below 70% to 100% within the first 90 days, eliminating SLA breaches.
- Operational Cost (Ticket Handling): Reduced by 30% from the baseline, leading to substantial cost savings in ticket handling.
The data confirms that DPR Solutions delivered workflow speed at scale, ensuring long-term sustainability through process standardization and platform governance.
What’s Next After DPR Solutions Transformation?
The client’s ServiceNow roadmap now includes:
- IT Operations Management (ITOM): Proactive event correlation and AIOps to preempt incidents.
- HR Service Delivery (HRSD): Streamlining employee lifecycle processes.
- GenAI in ServiceNow: Leveraging AI to auto-summarize incidents, recommend fixes, and draft real-time responses.
With DPR Solutions as their long-term partner, the client is poised to scale automation across the enterprise, transforming their support delivery from reactive firefighting to predictive, AI-driven service excellence.
Your Next Step with DPR Solutions
This transformation highlights why organizations searching for “ServiceNow consultants near me in Virginia” consistently choose DPR Solutions Inc. With two decades of expertise in ServiceNow consulting, workflow automation, and ITIL-aligned optimization, DPR Solutions delivers quantifiable results that scale. If your enterprise struggles with bottlenecks, SLA breaches, or rising support costs, it’s time to optimize support delivery with a ServiceNow partner with DPR Solutions Inc.
Contact DPR Solutions and discover how we can double your workflow speed while cutting costs.