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
