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Automating workflows, improving resolution times
Project goals
Enhance customer experiences
Deliver more personalised services through a modern interface.
Improve workflow automation
Adopt smart technology to streamline operations and gain efficiency.
Reduce resolution times
Achieve faster responses and lower ticket volumes.
About Natilik
Natilik is a technology services partner offering a range of valuable and differentiated products, services and solution offerings for businesses across a mix of industries.
With a focus on operational excellence, Natilik drives customer success through processes, systems and methodologies - backed up by a mindset of continual improvement.
To modernise service management and drive meaningful change, Natilik selected the POPX MSP Platform - powered by ServiceNow - to accelerate and de-risk their digital transformation journey.
POPX ensured alignment to key “day one outcomes” that underpinned Natilik’s investment case, adopting an accelerated engagement process to demonstrate rapid value.
Challenges
Legacy systems were holding them back; customer and employee frustrations were mounting due to manual processes, fragmented communication, and long resolution times.
Through the POPX Blueprint Service Model, both teams worked collaboratively to identify, design, and deliver an evolving platform tailored to Natilik’s strategic goals.
Key challenges included:
- Poor user perception of the service interface
- Slow manual e-bonding and incident triage
- Inefficient case handling with a 7-hour MTTR (mean time to resolution)
- No centralised knowledge base
- Inconsistent email communication and limited service reporting
"The POPX MSP Platform has transformed how we deliver services to clients - it’s faster, more intelligent, and truly customer-first."
Paul Brady - Managed Services Director - Natilik
Products Deployed:
- POPX MSP Platform
- Customer Service Management (CSM)
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
Outcomes
Within just four to five months of go-live, Natilik reported exceptional results - tangible proof of transformation achieved through ServiceNow and POPX working in unison.
Operational Excellence:
- Up to 40% reduction in MTTR, leading to faster customer resolutions
- Significant increase in automation for alert and event management
- Creation of a comprehensive knowledge base improving first-time fix rates
Customer Experience Transformation:
- AI-powered self-service portals delivered up to 50% reduction in support cost
- Dramatic increase in portal adoption by end customers
- World-class Net Promoter Scores (NPS) and improved client satisfaction metrics
Business Value and ROI:
- Capacity gains equivalent to five full-time employees through automation and smarter workflows
- Ongoing ROI measured via a live dashboard and POPX Demand Process, capturing financial and operational KPIs each quarter
- Clear visibility and accountability for value delivery across the multi-year contract
In the short term, Natilik can expect capacity gains of up to 5 full-time heads, by improving employee and customer experiences through service automation, creation of a knowledge base, improved service reporting and enhanced communications.
The partnership approach aims to deliver significant results now and in the future - with the POPX team ensuring continuity, outcomes, trust & long term transparency. As the need arises, advanced feature sets can be easily upgraded at a later date and enabled on the platform, either as ServiceNow uplifts or POPX Smarts.
Looking forward...
The partnership continues to evolve, with a clear three-year roadmap for ongoing enhancement and innovation. Leveraging ServiceNow’s expanding capabilities, POPX and Natilik will continue to co-create new features, workflows, and AI-driven insights that deliver measurable outcomes and customer value.
Together, POPX and ServiceNow have empowered Natilik to redefine what great service looks like - faster, smarter, and more human.