Industrial Supplier Improves Relationship with ServiceNow and Achieves $3.6M in Savings Over 3 Years

A ServiceNow Case Study


Client Profile

$10B Global Industrial Supply Company

Business Issue

  • Client had a long-standing relationship with ServiceNow that was transactional in nature; ServiceNow
    was perceived as an “IT tool”
  • Client was subscribing to a product that ServiceNow discontinued and was being pushed to adopt
    multiple new solutions in lieu of renewing their current portfolio
  • Client was hesitant to grow relationship with ServiceNow after previous renewal process was highly
    contentious and included purchase of products that the client received minimal value from

Services & Results

UpperEdge empowered the client with relevant and actionable insights regarding ServiceNow’s objectives
and provided a tailored negotiation strategy and communication approach, resulting in the following:

  • Overcame ongoing relationship challenges with ServiceNow and established a strategic working
    partnership
  • Obtained a favorable and highly flexible commercial construct tied to ServiceNow’s product/
    subscription changes, aligning the go-forward portfolio to client’s actual needs
  • Client established highly competitive long-term price protections extending beyond the term and
    volume discount structures
  • Reduced initially proposed pricing by over 28% and achieved highly competitive pricing and
    discounting resulting in $3.6M in savings over 3 years