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Professional services
A U.S.-based technology services company focused on workplace solutions wanted to modernize its internal IT support. The client partnered with K2 to create a single platform that would cut costs, simplify operations, and improve the employee experience.
The client had already transformed its Field Service operations with Salesforce. Next, it needed to upgrade internal IT support as part of its Digital Workplace Modernization program. The plan was to retire ServiceNow and move all support functions to Salesforce Employee Experience. This would reduce costs, remove platform silos, and give staff a simpler way to get help. The client required a trusted partner to manage the migration, align with its existing Salesforce setup, and ensure strong user adoption.
The client re-engaged K2 to lead the change. We began with a three-week discovery phase to confirm the business case and design a clear migration plan. Our team implemented Salesforce Employee Experience and migrated two years of ServiceNow data. This included incidents, problems, and change records.
Because K2 already knew the client’s org structure, data model, and DevOps standards, we were able to deliver quickly and reduce onboarding. A U.S.-based engagement lead worked with a nearshore development team in LATAM to provide change management and user training.
Platform consolidation: Retiring ServiceNow simplified the support ecosystem and reduced licensing overhead.
Faster deployment: Familiarity with the client’s Salesforce environment enabled rapid execution and a smooth rollout.
High adoption: Proactive change management ensured strong user engagement from day one.
Ongoing impact: With AMS and hyper-care in place, the client continues to benefit from a scalable, cost-effective support platform.
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