FSM Partner Spotlight: Evora IT Solutions on Driving FSM Success

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At ServiceNow, our partners are at the heart of helping customers realize the full potential of Field Service Management (FSM). Recently, we sat down with Evora IT Solutions to learn more about their approach, customer successes, and what’s next in field service.

1. Can you share a bit about your company and what makes your approach to FSM unique?

We consider that most Field Service implementations present us with different challenges. A small piece of customization that can move the needle further than just using the out-of-the-box experience. At Evora, we excel in going the extra mile and providing extensions to the platform and allowing our customers to reach their goal. We do this with the utmost care of applying our extensive 13 years of combined FSM experience, deeply understanding what is needed and how the platform can provide that with the least amount of customization as possible.  Our experience in FSM also allows us to turn around quotes more accurately, implement quicker and identify additional areas of opportunities with customers for expanded ServiceNow usage.

2. What customer challenges are you helping solve with FSM today?

This question can lead to many challenges across multiple industries so let's start with the top challenges we currently hear in across all of our opportunities. 

Scheduling & Dispatch Efficiency – This is the #1 thing we hear about from customers in every FSM opportunity.  Every organization we talk to struggles with manual scheduling that leads to delays, resource conflicts and poor experiences for customers and technicians. This includes complex scheduling scenarios such as managing crews, territories and specific parts and skills needed to complete the work.

Customer Experience & Transparency – We often hear customers lack visibility into job statuses and want to be able to know when the technician will arrive and when the work will be completed.  With the addition of Last Mile Experience, Evora delivers transparency to support improved customer outcomes and CSAT scores.

Data-Driven Insights – Leader's struggle to measure performance and identify bottlenecks. We consistently hear the need for better visibility into open workorders, asset performance, vendor performance and inventory levels.  Gaining insights into field operations allows leaders to make process adjustments to not only reduce costs but in some cases, drive new revenue streams in support of growing their business.

Extended Capabilities – Lately, we are seeing a lot of customers bundle products together with FSM.  SOM, SPM, APO and S2P are now complimenting FSM to truly bring the end-to-end experience onto 1 platform.  From providing quotes for service to validating the invoice matches the quote before going to their customers, we are finding there is a large opportunity to adopt additional products to that will bring additional automation to the Field Service conversation. 

3. Do you have a real-world success story that highlights the impact of your work?

Sunoco faced several operational challenges, including limited flexibility and visibility in managing cases and work orders, high costs associated with third-party vendor invoicing, and inefficient manual processes for case intake that led to service delays and duplicate requests. Customer experience agents also struggled with reduced efficiency due to switching between systems to access asset, contract, and contractor data. To address these issues, Evora implemented a unified Customer Portal for streamlined case entry and management, along with automated workflows that minimized manual effort from case creation to work order closure. The solution also included invoice validation against task SLAs and deep integration with asset, inventory, and financial systems, significantly improving resolution times and reducing cost leakage.

4. How has your partnership with ServiceNow strengthened the value you deliver to customers?

Our mission is to push the ServiceNow platform to its fullest potential to drive customer success, while ensuring our solutions remain scalable and maintainable. The Partner Program gives us direct access to the teams behind Field Service Management, allowing us to stay ahead of new features and leading practices. Whenever we face implementation challenges, we know we can rely on our ServiceNow partners to help us unlock the platform’s full value for our customers. 

We appreciate the partnership and support from the FSM product team.  The FSM product has come a long way in the last 4 years but previously we’ve had situations where a customer’s requirements have not always aligned with OOB best practices.  Being able to walk through scenarios with the product team to ensure Evora’s approach doesn’t incur technical debt for our customer, has been a very collaborative experience. 

5. What trends in field service do you think customers should be paying attention to next?

Predictive Maintenance with AI usage is clearly revolutionizing how the field service teams operate. Instead of being reactive, organizations are now able to anticipate issues before they happen. ServiceNow shines on this since its unified data model allows for the analysis of not only work order data, but also assets, incidents, technician performance and customer feedback, to name just a few. We are stoked to see how ServiceNow takes this to the next level.

Key Takeaway

Evora IT Solutions exemplifies the value of the ServiceNow partner ecosystem: deep expertise, practical innovation, and a commitment to customer success. With a focus on efficiency, transparency, and predictive insights, they’re helping organizations redefine what field service can be