Software:  ServiceNow
Products Implemented:  IT Service Management,IT Asset Management
Company Size:  10 – 20k Employees  /  Industry:  Manufacturing
Reviewer Role:  Decision Maker

Consultant Recognized:  Alex Bones

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 4 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 4 out of 5

SPEED & COST
Speed vs. Expectations:  1.25x the time we expected
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
Slight change to some resources

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Crossfuze has been a great partner and takes time to understand our needs. We have only had one incident were we struggled a little with a tech assigned to our project, but I think they were new. Generally we have received the same techs and this helps greatly as they get to know and understand our environment. They are good about reviewing what they did and providing the documentation we require to continue to support the enhancements they have provided for us. Regular communications to track our needs. They are an extension of our team. Crossfuze provides quality work and technicians.

Software:  ServiceNow
Products Implemented:  IT Service Management
Company Size:  1 – 5k Employees  /  Industry:  Agriculture / Forestry / Fishing
Reviewer Role:  Project Leader

Platform Expertise: 5 out of 5
Implementation Process: 4 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 4 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: 1.25x cost budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
No change, we have the same people on projects

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
We have had some positive results with Crossfuze and our projects/issues are well communicated.

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Asset Management
Company Size:  10 – 20k Employees  /  Industry:  Education
Reviewer Role:  Project Leader

Consultant Recognized:  Jeff Nelson

Platform Expertise: 4 out of 5
Implementation Process: 4 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: 1.25x cost budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
Slight change to some resources

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
It was not immediately clear that the Rapid Deploy implementation we opted for was limited to a handful of workflows and Catalog items. Once this was realized, Crossfuze worked with us to find a suitable middle ground, partially added to our COW, but also helping prepare our team to be self-sufficient in developing our own workflows and CIs. The result was a successful implementation meeting our Phase I objectives and scoring a solid ROI. The procurement process can be challenging for what we need and often needs to go through a reseller who is on an existing state contract. We were fortunate to contract with ServiceNow and Crossfuze through another partner.

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Operations Management,IT Business Management,Customer Service Management
Company Size:  10 – 20k Employees  /  Industry:  Other
Reviewer Role:  Decision Maker

Consultant Recognized:  Tony Hutchinson

Platform Expertise: 4 out of 5
Implementation Process: 3 out of 5
Responsiveness: 3 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 3 out of 5

SPEED & COST
Speed vs. Expectations:  Less than the time we expected!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner tends not to scope well upfront resulting in change orders during implementation

Was the implementation team who actually performed the work the same team that was proposed?
No change, we have the same people on projects

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
There were a lack of meeting minutes and follows up despite requesting them.

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Operations Management,IT Business Management,IT Asset Management,HR Service Delivery,Custom Applications
Company Size:  5 – 10k Employees  /  Industry:  Healthcare / Medical
Reviewer Role:  Decision Maker

Consultant Recognized:  Alex Hazlett

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
No change, we have the same people on projects

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
We’re very happy overall. Competency, quality, & honesty–those seem simple, but they’re sadly difficult to find.

Software:  ServiceNow
Products Implemented:  IT Service Management,Customer Service Management
Company Size:  0 – 1,000 Employees  /  Industry:  Internet
Reviewer Role:  Project Leader

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects precisely

Was the implementation team who actually performed the work the same team that was proposed?
No change, we have the same people on projects

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
The team was great to work with. They were very knowledgeable of ServiceNow and how to configure it to meet our needs. They are a knowledgable certified partner.

Software:  ServiceNow
Products Implemented:  IT Business Management,IT Asset Management
Company Size:  5 – 10k Employees  /  Industry:  Education
Reviewer Role:  Project Team Member

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects precisely

Was the implementation team who actually performed the work the same team that was proposed?
No change, we have the same people on projects

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
The Crossfuze project team did a great job. They have experience in migrating other customers to ServiceNow.

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Operations Management,IT Business Management,IT Asset Management,Governance Risk Compliance (GRC),HR Service Delivery
Company Size:  0 – 1,000 Employees  /  Industry:  Healthcare / Medical
Reviewer Role:  Project Leader

Consultant Recognized:  Allay Beraki

Platform Expertise: 4 out of 5
Implementation Process: 4 out of 5
Responsiveness: 3 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 3 out of 5

SPEED & COST
Speed vs. Expectations:  1.25x the time we expected
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes the work well but there’s sometimes room for improvement

Was the implementation team who actually performed the work the same team that was proposed?
Slight change to some resources

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
I have had nothing but positive experiences with the Crossfuze staff. They have expertise and are responsive.

Software:  ServiceNow
Products Implemented:  IT Service Management
Company Size:  1 – 5k Employees  /  Industry:  Education
Reviewer Role:  Project Team Member

Consultant Recognized:  Ricardo Sanchez

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: 1.25x cost budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects precisely

Was the implementation team who actually performed the work the same team that was proposed?
No change, we have the same people on projects

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Crossfuze was a very great team to work with. They took extra steps to answer questions regarding the product on ways to solve problems. They delivered services as expected in a smooth and efficient manner.

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Asset Management,HR Service Delivery,Custom Applications
Company Size:  5 – 10k Employees  /  Industry:  Telecommunications
Reviewer Role:  Project lead/builder

Consultant Recognized:  Javier Coronado/Matt Craig

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
Slight change to some resources

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
First a caveat – the dates indicated include our work with Virteva, as they were who we started working with prior to their acquisition by Crossfuze. Prior to the acquisition, we worked with a smaller number of developers, so they were very familiar with our instance/requirements/builds. After acquisition, the talent pool grew, which was good, but there was a much larger learning curve. This was understandable under the circumstances. That said, for the most part, I appreciate their professionalism and expertise (knowledge of the platform, expertise, professionalism, familiarity with our instance).

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Asset Management,Security Operations (SecOps),HR Service Delivery,Custom Applications
Company Size:  5 – 10k Employees  /  Industry:  Finance / Banking / Insurance
Reviewer Role:  Decision Maker

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: 1.25x cost budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
No change, we have the same people on projects

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
The Crossfuze team has been very knowledgeable and worked well with all Finastra resources in a timely manner. They were able to apply good business and technical knowledge to help navigate.

Software:  ServiceNow
Products Implemented:  IT Operations Management
Company Size:  10 – 20k Employees  /  Industry:  Manufacturing
Reviewer Role:  Project Team Member

Consultant Recognized:  Alexander Bones

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  2x time expected
Cost vs. Expectations: Less than we budgeted!

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
Our team changes a lot, little to no consistency

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
We are looking for more of a partner to help us make right decisions on enhancements to our SN processes instead of just doing what we ask. We don’t have an issue with someone telling us that you can do it THAT way, but for future upgradability, THIS would be a better option. Crossfuze listens and adjusts to our needs, improving the relationship as we go.

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Operations Management,IT Business Management,IT Asset Management
Company Size:  0 – 1,000 Employees  /  Industry:  Finance / Banking / Insurance
Reviewer Role:  Project Leader

Consultant Recognized:  Pritesh Gir

Platform Expertise: 4 out of 5
Implementation Process: 4 out of 5
Responsiveness: 4 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 4 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: 1.25x cost budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scopes and quotes projects well, but our needs change during projects

Was the implementation team who actually performed the work the same team that was proposed?
Slight change to some resources

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Crossfuze provided great support and guidance from knowledgeable consultants.
Crossfuze were very accommodating when the project was delayed from our side due to the emergency pandemic situation. They provided platform Knowledge and project management.

Software:  ServiceNow
Products Implemented:  IT Service Management
Company Size:  5 – 10k Employees  /  Industry:  Healthcare / Medical
Reviewer Role:  Consultant

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work precisely

Was the implementation team who actually performed the work the same team that was proposed?
No change

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Crossfuze was very knowledgeable, timely, were easy to work with and had good communication.

Software:  ServiceNow
Products Implemented:  IT Operations Management
Company Size:  0 – 1,000 Employees  /  Industry:  Other
Reviewer Role:  Project Leader

Consultant Recognized:  Arun Gupta

Platform Expertise: 4 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Less than the time we expected!
Cost vs. Expectations: Less than we budgeted!

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work precisely

Was the implementation team who actually performed the work the same team that was proposed?
Slight change in team

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Crossfuze was speedy and to the point and had good communication.

Software:  ServiceNow
Products Implemented:  IT Service Management,Customer Service Management
Company Size:  0 – 1,000 Employees  /  Industry:  Internet
Reviewer Role:  Decision Maker

Consultant Recognized:  Howard Austin

Platform Expertise: 5 out of 5
Implementation Process: 4 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Less than the time we expected!
Cost vs. Expectations: 1.75x cost budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work well, but our needs changed during implementation

Was the implementation team who actually performed the work the same team that was proposed?
No change

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  For the most part, yes

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Crossfuze was very patient with our changes to people within our organization on this project.

Software:  ServiceNow
Products Implemented:  IT Service Management
Company Size:  1 – 5k Employees  /  Industry:  Government / Military
Reviewer Role:  Project Leader

Consultant Recognized:  Jeff Nelson

Platform Expertise: 4 out of 5
Implementation Process: 4 out of 5
Responsiveness: 4 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 3 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work precisely

Was the implementation team who actually performed the work the same team that was proposed?
No change

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Jeff Nelson and Bobby Douglas were awesome to work with. We were a little underwhelmed with the quality of PM at first, but it improved The same can be said for the education seminar, as the presenter did not fully understand our organization or implementation particulars. We alerted Russ and he improved the situations immediately. Crossfuze is responsive and experienced.

Software:  ServiceNow
Products Implemented:  IT Service Management,Custom Applications
Company Size:  10 – 20k Employees  /  Industry:  Food Service
Reviewer Role:  Decision Maker

Consultant Recognized:  Nick McGillivray

Platform Expertise: 4 out of 5
Implementation Process: 5 out of 5
Responsiveness: 4 out of 5
Quality of Consultants: 4 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Less than the time we expected!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work precisely

Was the implementation team who actually performed the work the same team that was proposed?
Slight change in team

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Crossfuze was very professional and we would highly recommend them.

Software:  ServiceNow
Products Implemented:  IT Service Management,IT Business Management,Governance Risk Compliance (GRC)
Company Size:  1 – 5k Employees  /  Industry:  Internet
Reviewer Role:  Decision Maker

Consultant Recognized:  Darwin Nielsen and Anthony Jaikissoon

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Less than the time we expected!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work precisely

Was the implementation team who actually performed the work the same team that was proposed?
No change

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
SmartLaunch was a great program. Darwin, Anthony and Colin were fantastic to work with.

Software:  ServiceNow
Products Implemented:  IT Service Management
Company Size:  0 – 1,000 Employees  /  Industry:  Legal
Reviewer Role:  Project manager and influencer

Consultant Recognized:  Sam Prus

Platform Expertise: 5 out of 5
Implementation Process: 5 out of 5
Responsiveness: 5 out of 5
Quality of Consultants: 5 out of 5
Flexibility / Adaptability: 5 out of 5

SPEED & COST
Speed vs. Expectations:  Right on schedule!
Cost vs. Expectations: Exactly what we budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work precisely

Was the implementation team who actually performed the work the same team that was proposed?
No change

Is this partner helping you to deliver the value of ServiceNow that you anticipated?  Absolutely

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
The people we dealt with really understood what we needed. They were knowledgeable about the industry and the product Consultants who know what they are doing, bring value to all meetings and making sure we get best value from the system

ERP Area: ITSM/IT Service Management
Software: ServiceNow
Products Implemented:  IT Service Management
Company Size:  1 – 5k Employees  /  Industry:  Education
Regions in Scope:  North America
Reviewer Role:  Decision Maker

Consultant Recognized:  Jeff Nelson
Project(s) in Scope:  Initial deployment (Phase 1),Add-on deployment (Phase 2, and not in the original SOW),Optimization / Ongoing support services

Systems Expertise  4 out of 5
Implementation Process  4 out of 5
Responsiveness  5 out of 5
Quality of Consultants 4 out of 5
Flexibility / Adaptability 5 out of 5

SPEED & COST
Speed vs. Expectations:  1.25x the time we expected
Cost vs. Expectations: 1.25x cost budgeted

SCOPING ACCURACY:
How well did your implementation partner scope the work and understand your needs during the pre-sales process?
Partner scoped and quoted the work well, but our needs changed during implementation

Was the implementation team who actually performed the work the same team that was proposed?
No change

What “Lessons Learned” would you provide to others implementing with this partner / software? What else would you tell us about your project experience?
Across the board, regardless of the partner or ITSM software, it is critical to have your processes known and in place. In particular the workflows(s) for services and escalation teams. It is also very helpful to understand the software platform (admin training) prior to implementing. It saves a lot of explanation and will reduce time and confusion during implementation.