UK University: 750 Hours Saved Monthly with Custom ServiceNow Solutions

The Challenge

Critical administrative functions ran on manual, paper-based processes:

• Case management across departments
• Tenure evaluation workflows
• Exam scheduling and appointment booking

These processes were slow, error-prone, and lacked audit trails—costing staff thousands of hours each month on work that could be automated.

The Solution

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

• Case Management – Cross-department, with role-based access and full audit trails
• Tenure Evaluation – Multi-stage workflow with approval chains and document management
• Exam Booking – Self-service scheduling with conflict detection and better data accuracy
• Appointment Scheduling – Student-facing portal to book time with admin staff
• Anonymous Reporting – Secure, confidential channel for sensitive matters

The Results

The university saved 750+ hours per month on reporting alone. Error rates dropped 75%, and administrative processing sped up 80%.

Every app was built and certified against ServiceNow standards—see our ServiceNow certification guide for how we deliver certification-ready builds.

Freed from repetitive manual work, staff could focus on student outcomes and institutional priorities.

Explore more of our work on the case studies page.