AHEAD doesn’t just deliver managed services and technology solutions to clients: we actively rely on those same solutions to power our own operations. We ensure that every recommendation stems from firsthand experience, real data, and a relentless drive for continuous improvement.
Here’s how we leverage ServiceNow (including integrations such as AWS Contact Center) to create tangible value for our clients through proven internal success:
Transforming Onboarding with Automation
To meet and exceed client expectations, AHEAD has launched a major automation initiative using ServiceNow to streamline onboarding. Our approach mirrors the seamless, efficient experience we promise our customers. We work closely with ServiceNow development experts to refine, automate, and align internal workflows with client-facing best practices. As a result, onboarding new engagements is faster, more consistent, and less prone to friction, setting the standard for client service from the very start.
Business Continuity and Disaster Recovery in Action
Real-world testing sets our solutions apart. During recent geopolitical unrest in India and Pakistan, AHEAD executed our Business Continuity and Disaster Recovery as a Service (DRaaS) protocols. Using ServiceNow, our teams managed crisis communications, documentation, call trees, and incident resolution — all from a single, secure platform. This live scenario for AHEAD validated our ability to safeguard mission-critical operations for other organizations facing the unexpected.
Proactive, Sentiment-Aware Support with AWS Contact Center
Exceptional support is proactive, data-driven, and empathetic. AHEAD integrates AWS Contact Center with ServiceNow to introduce AI-powered sentiment recognition within our service desk. If a caller expresses frustration, the system detects negative sentiment and automatically brings in supervisory support — enhancing the customer experience in real time. Every interaction is logged and analyzed, so quality improvements are continuous. We’re now packaging these innovations for clients seeking to elevate their own support centers.
Comprehensive Knowledge Management At Your Fingertips
Consistence matters in every client relationship. For each engagement, AHEAD builds detailed knowledge base (KB) articles within ServiceNow, covering contacts, services provided, contractual terms, and quick-reference guides. This central repository empowers our teams — and by extension, yours — to resolve issues faster, onboard stakeholders seamlessly, and maintain a unified support strategy as business evolves.
Data-Driven Visibility for Optimized Operations
Scalable service excellence requires transparency. Through ServiceNow dashboards and reporting, AHEAD tracks key operational metrics: ticket volume and trendlines, regional productivity, workload transitions, and team utilization. For example, during strategic expansion in our India support team, this visibility allowed us to optimize resource allocation, SLA adherence, and automation impact — reducing noise tickets and focusing teams on truly critical incidents.
Seamless Integrations and Modernized Infrastructure
AHEAD extends ServiceNow beyond IT service management. We use it as the backbone for contracts, integrate it with Salesforce, and continually expand automation capabilities. Migrating from legacy tools to modern platforms like Elastic unlocks cost savings and agility, ensuring every process is future-ready.
Transparent Data, Trusted Partnerships
The foundation of every service we deliver is rigorous data transparency. ServiceNow provides non-disputable operational metrics, increasing trust and enabling true partnership with our clients. You see what we see: complete, timely, actionable data that supports collaborative decision-making.
The Client Value, Delivered
AHEAD’s experience with ServiceNow customization for our own business enhances our ability to customize the platform for our clients and deliver real time to value, including:
- Dramatically reduced onboarding and ticket handling times through best-in-class automation.
- Validated crisis response and recovery protocols proven under real conditions.
- Enhanced end-user satisfaction and swift escalation with AI-driven sentiment support.
- Consistent client experiences powered by up-to-date, easily accessible knowledge bases.
- Greater operational transparency, leading to smarter resource allocation and continuous improvement.
- Aligned, integrated solutions across organizational silos for greater business agility.
- Measurable trust and confidence for every client based on open metrics and relentless innovation.
By building on platforms and processes we genuinely trust every day, AHEAD delivers a depth of expertise and reliability that’s unrivaled in managed services. Our story of internal adoption isn’t just evidence, it’s a promise: we bring our clients only solutions that have been tested, refined, and proven to transform operations from the inside out.
