Tideworks is a global leader in transportation software solutions. As a provider of mission‑critical software, ensuring uninterrupted service is a top priority, and Tideworks backs this goal up with committed IT support staff and service level targets. Unfortunately, like many organizations, they were heavily relying on manual IT processes. By automating and standardizing workflows within ServiceNow, Tideworks increased efficiency and reduced response times for customers. With Performance Analytics, Tideworks took customer service to the next level. By measuring and analyzing how their processes are performing, the company can now make better informed decisions and take targeted actions. Beyond IT, Tideworks has streamlined a complicated onboarding process that involved 10 to 15 different groups. Now, the faster, nimbler solution takes just a couple of days.