Following the merger of two well-established Australian banks, the combined institution formed a multi-billion-dollar financial institution. While this merger opened up exciting opportunities, it also presented a critical challenge: unifying IT service delivery platforms to enhance service experiences and support hundreds of staff serving hundreds of thousands of customers across an extensive branch network.
The challenge
The institution had two separate legacy systems and processes, each configured for different ways of working. With one legacy system nearing end-of-life and the other running on aging infrastructure, the bank faced an urgent need to modernise and unify. This transformation had to be accomplished without disrupting daily operations across the extensive branch network.
The solution
The bank required a platform that matched with its vision for market leadership and future growth. ServiceNow delivered what was needed—robust, out-of-the-box capabilities combined with the flexibility to scale and adapt over time. To ensure a seamless implementation, the bank partnered with Nexon, leveraging their deep expertise in financial services and their proven track record with ServiceNow deployments.
The outcome
The transformation was executed through a carefully planned, systematic approach, ensuring its successful implementation. The phased rollout began with the roll out of the core ITSM and requisition management, followed by the integration of other critical systems. This approach led to:
- Unified platform across merged organisation
- Enhanced visibility and control
- Streamlined staff onboarding/support
- Improved branch maintenance management
Case study 
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