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Successful adoption and lasting partnerships

Here’s how BridgeView Partners makes those things happen.

Meet Moira from BridgeView Partners—A Customer Success Center connoisseur

Moira Stepchuk is vice president of Solution Architecture at Bridgeview Partners, a ServiceNow partner based in Pennsylvania. She’s been with BridgeView since it was established in 2010 to fill a void in IT infrastructure, service management, and organizational transformation consulting. 

“As BridgeView was building its Service Management practice, ServiceNow was emerging as the market leader,” says Moira. “Now, most of our work is on ServiceNow. Our clients want guidance on effective adoption—which is one of our greatest strengths—and we get many of our best practices from the Customer Success Center.” 

An early Customer Success Center adopter

“We’ve been doing this for a long time,” Moira explains. “We began with ITIL, ITAM, COBIT, and other best-practice standards and then supplemented these over time with our own implementation methodologies. However, despite this experience, we became one of the first Customer Success Center users shortly after it went live. It’s a great community resource.”

Moira says they “started out with CSC when we were working on an HR Case and Knowledge Management project. ServiceNow had just published a playbook on the CSC for setting up HR knowledge bases. I immediately incorporated the best practices from the playbook into our Bridge to Success® Knowledgebase workshop. This is a key part of our success methodology at BridgeView, and we’ve used it with multiple customers. ServiceNow best practices are highly prescriptive—they not only tell you what to do but how to do it—which helps our customers get fast time to value with their ServiceNow solution.”

Keeping pace with innovation and focusing on people

Moira and her team rely on the CSC to quickly come up to speed on new ServiceNow capabilities in each release. Moira says, “The CSC gives us current best practices, which we use to update our project templates and facilitation plans with each release. This improves our project startup efficiency and release readiness. Even more important, it frees our time to focus on adoption. We can go to a customer and say, ‘You’ve already invested in the platform, and this is the way that ServiceNow says it works best. Now, let’s talk about how to get there and what needs to change for successful adoption.’”

Moira stresses the benefits of this focus on adoption—and on people. “It’s all about getting the customer’s organization to use the tool effectively. How do we get them to make decisions and adopt out-of-the-box best practices? What are the gaps in roles and competencies? What behaviors need to change and how are we going to change them? How are we going to communicate? That’s where we deliver our greatest customer value. For Bridgeview, this has translated into highly satisfied customers and close partnerships.”

The Customer Success Center as a differentiator

BridgeView also uses the Customer Success Center to differentiate itself from its competitors. Moira explains, “Our customers’ operational teams don’t always have time to absorb everything from the CSC. So, we direct them to the most relevant content based on their role, project, and platform maturity. We’ve also integrated the Now Value Methodology and other CSC content into our Innovation 6™ framework for improving IT operational efficiencies and driving innovation. And it’s also part of our FitCheck™ methodology for prescriptive improvement solutions. That means our customers get the best value from ServiceNow’s expertise, as well as our own proven methodologies.”

This focus on delivering value is consistent with BridgeView’s approach to customers. Moira says, “We’re looking for a long-term partnership. Our goal isn’t to get customers to spend more money but to get the most value out of what they’ve spent. That makes it easy to justify future investments. Making use of CSC content helps us to take clients through planning and decision-making exercises, breaking down barriers that impede project progress and value realization. And leveraging the CSC gives us immediate credibility so our customers gain confidence in our partnership—we’re looking after their best interests, not simply grabbing for the next project.”

BridgeView Partners
Customer Name
BridgeView Partners
Industry
Technology
Company size
Small (under 5,000 employees)
"ServiceNow best practices…not only tell you what to do but how to do it—which helps our customers get fast time to value with their ServiceNow solution."
– Moira Stepchuk

Making use of CSC content helps us to take clients through planning and decision-making exercises, breaking down barriers that impede project progress and value realization…and gives us immediate credibility so our customers gain confidence in our partnership.

Moira Stepchuk

Vice President of Solution Architecture