UK University: 750 Hours Saved Monthly with Custom ServiceNow Solutions

The Challenge

The university relied on manual, paper-based processes for critical administrative functions—case management across departments, tenure evaluation workflows, exam scheduling, and appointment booking. These processes were slow, error-prone, and lacked audit trails. Staff spent thousands of hours each month on tasks that could be automated.

The Solution

XpertApps delivered a suite of custom ServiceNow applications to modernise the university’s core administrative workflows:

• Case Management – Deployed across departments with role-based access and full audit trails
• Tenure Evaluation – Automated multi-stage evaluation workflow with approval chains and document management
• Exam Booking – Self-service exam scheduling with enhanced data accuracy and conflict detection
• Appointment Scheduling – Student-facing self-service portal for booking appointments with administrative staff
• Anonymous Reporting – Secure, confidential reporting system for sensitive matters

The Results

The university saved over 750 hours per month in reporting time alone. Error rates dropped by 75%, and administrative processing times improved by 80%. Staff were freed from repetitive manual tasks to focus on student outcomes and institutional priorities.