SOURCE: Cloud Sherpas

Cloud Sherpas

April 22, 2015 11:00 ET

Cloud Sherpas Helps Echo Entertainment Enhance Workflow Automation With ServiceNow

Technology Consulting and Services Firm Supports Australian Hotel and Casino Group's Request for Automation in 13 Different Areas, Expediting Request Resolution and Improving Reporting and Visibility Enterprise-Wide

LAS VEGAS, NV--(Marketwired - April 22, 2015) - KNOWLEDGE15 -- Cloud Sherpas has engaged in a multi-phased enhancement of ServiceNow Service Automation software for Echo Entertainment Group, owner of three hotel and casino properties in Australia, including The Star, Jupiters Gold Coast and Treasury Brisbane, and the largest single site employer in New South Wales. Echo originally went live with ServiceNow in 2012 to help over 120 IT staff members support 2,500 workstations and more than 8,000 employees country-wide. In early 2014, Echo engaged Cloud Sherpas to expand their use of ServiceNow to automate other processes across the business in departments such as Human Resources, Payroll and Accounts Payable.

Working in the gaming, hospitality, food and beverage industries, Echo is always looking for ways to improve customer service and retention. The group's IT department plays a central role in this mission to make sure services are up and running on a 99.9% availability basis. When gaming machines go down, for example, it is IT's responsibility to get them back on line. Each year, Echo handles over 100,000 requests between IT, Human Resources, Payroll and Accounts Payable.

Echo originally selected ServiceNow to replace an on-premise incident management tool and to modernize IT Service Management practices. However, the company's management team soon found value in ServiceNow's capabilities to modernize service management across the enterprise by evolving workflow management and automation to other areas outside of IT.

"Before implementing ServiceNow, Echo manually tracked requests via spreadsheets and emails. By applying ServiceNow to 13 different service areas, we are able to give our employees visibility into requests and streamline service both internally and externally to our customers," said Eric Lewis, Service Management Manager at Echo Entertainment. "By utilizing ServiceNow, everything is consolidated in one solution and easily accessible for all of our employees. In the same way we rely on other platforms for finance and accounting, ServiceNow has become our system of engagement for ensuring a unified customer experience."

To help tackle the expansion of ServiceNow, Echo turned to international cloud consulting and IT services firm and ServiceNow Master Solutions partner, Cloud Sherpas, because of its strong global presence and proven track record, having deployed ServiceNow for several other large global and Australian brands.

"We were doing so much with ServiceNow we knew we needed someone to come in and advise us on best practices and help us make better decisions about using the product," says Kel Telford, Chief Information Officer at Echo. "Cloud Sherpas provided a support model that enabled us to be more agile with changes and has the experience to effectively guide us through the full capability of the ServiceNow solution."

One year after partnering with Cloud Sherpas to expand the functionality of ServiceNow, Echo has seen significant customer-related process improvements across the business, plus the IT organization has been able to maintain their 99.9% service availability by utilizing ServiceNow.

"We've received comments from staff across the business that they've never worked for a company that provides such great tools to help them get their job done on a daily basis," said Lewis. "People are responding to the fact that ServiceNow drives out inefficiencies and saves them time. For example, we've calculated that requests handled by the HR and Payroll teams are now completed in 30% less time prior to ServiceNow."

Adds Telford, "The Cloud Sherpas team helps us do more with our ServiceNow instance and supports a scalable model for tackling larger-scale projects."

About Knowledge15

At Knowledge15, approximately 9,000 attendees have the opportunity to attend more than 100 labs and 200 breakout sessions, specialized networking events, and an ExpoNow exhibition hall with approximately 170 sponsors. With the combination of pre-conference training, hands-on labs, and breakout sessions, the conference presents the best opportunity for ServiceNow customers and partners to learn about the future of ServiceNow, the ecosystem and how we are empowering the service-oriented enterprise. During the conference, follow it on the ServiceNow Community and on Twitter #Know15 and @Know365.

About Cloud Sherpas

Cloud Sherpas provides cloud advisory and technology services to improve customer experience for the world's leading brands. With more than 1,000 people serving enterprise clients and thousands of other businesses around the world, our global team provides cloud strategy, implementation and integration support, as well as training and platform enhancements for customers across all industries. Cloud Sherpas is part of the Partner Program and has earned Salesforce Global Strategic Consulting Partner status, a four-time Google Enterprise Partner of the Year for Google Apps and a ServiceNow Master Solutions Partner. Cloud Sherpas is headquartered in Atlanta, GA with offices throughout the United States and operations in Australia, India, Japan, New Zealand, Philippines, Singapore, United Arab Emirates and the United Kingdom. For more information visit

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