IT Operations Automation · Security and Compliance
Avalara needed to keep IT, HR, risk, security, and workplace operations scalable as the company grew rapidly and processed billions of tax-calculation API calls, but fragmented tools and manual workflows made onboarding, support, access provisioning, and vulnerability response too slow and expensive.
Reported impact
Avalara generated $1.03 million in one-year ITSM savings, achieved a 3.5x return on investment, reduced IT tickets and manual provisioning work, kept employee satisfaction above 95%, accelerated HR resolution, and saved security and risk teams hundreds of hours each month through a centralized, AI-first service platform.
Avalara standardized internal service delivery on the ServiceNow AI Platform so multiple functions could share data, automation, and AI assistance from one system. IT Service Management anchors the design, while Now Assist generates case notes and knowledge articles, AI Search summarizes answers from a 2,000-article knowledge base, and a virtual agent handles employee requests in Employee Center Pro and Slack. That agent also triggers automated software provisioning workflows in ServiceNow, while HR Service Delivery centralizes case routing and tracking, Integrated Risk Management and Third-Party Risk Management consolidate vendor and compliance oversight, and Security Operations connects vulnerability findings with remediation work. ServiceNow Impact supplies KPI tracking and accelerators so a small platform team can deploy features quickly, proving out an AI-first operating model across back-office and employee-facing workflows.
Employee and operational requests enter through Employee Center Pro, Slack, and ServiceNow workflows; AI services summarize knowledge and cases, virtual agents automate ticketing and provisioning, and shared data across IT, HR, risk, and security drives coordinated remediation and support actions.
Avalara chose the ServiceNow AI Platform to reduce IT workloads, speed up deployments, and eliminate costly integrations.
Avalara now completes 78% of software provisioning and deprovisioning automatically, saving 1,500 hours per month.
Employees can now talk with a virtual agent through Employee Center Pro or Slack, which has reduced the number of IT tickets filed by 57%.
It saw $1.03 million in savings over one year, a 3.5X return on investment.
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Scoring methodology
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Traceability
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