Use Case Intelligence RSS Search use cases Search
ServiceNow Commercial and Professional Services Gloucester, United Kingdom

Mears Group

Enterprise Knowledge Search · IT Operations Automation

Mears wanted to replace email-driven internal services and scattered forms with one employee-services platform so staff across housing operations could find policies, HR answers, and support quickly instead of hunting through documents or waiting on central teams.

Read the original story Explore all use cases
83% of calls deflected
>8% increase in self-service in the first few months
≤10 minutes saved per request with Now Assist

Reported impact

Business outcome

Mears saves up to 10 minutes per request with Now Assist, deflects 83% of calls, increased self-service by more than 8% in the first few months, and built a stronger platform foundation for customer-service, risk, and asset-management expansion.

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement

Solution

Mears is positioning the ServiceNow AI Platform as the internal front door for IT, HR, and eventually finance, legal, health, and safety services. The immediate catalyst was Now Assist for IT Service Management, which layers AI Search and summarization onto the company's existing ITSM and HR Service Delivery foundation. Employees can now ask natural-language questions such as maternity-leave policies and receive instant, user-friendly summaries instead of manually searching documents, while service teams use case summarization and resolution notes to accelerate more complex requests. Mears is also extending Customer Service Management so customers can manage accounts and requests through the same platform, and it uses ServiceNow Impact to govern upgrades, roadmap decisions, and best-practice adoption. The architecture centers on a knowledge-driven self-service model that reduces phone traffic, increases portal use, and gives Mears one evolving platform for central-service modernization.

Data flow

Employees ask questions in everyday language, where Now Assist and AI Search scan company documents and return summaries or route work into IT and HR workflows. For more complex cases, service teams use AI-generated summaries and notes to continue work quickly, while the same platform is being extended to customer-service flows and governed through ServiceNow Impact.

Solution architecture

5 components · 3 layers
  1. Compute
    • Now Assist Provides AI search, summarization, and resolution-note generation for employee service interactions.
  2. Orchestration
    • IT Service Management Anchors the internal support workflows that Now Assist enhances for employees.
    • HR Service Delivery Runs HR support processes that Mears wants to unify on the same platform as IT.
    • Customer Service Management Extends the platform toward customer account and ticket management on the same workflow base.
  3. Governance
    • ServiceNow Impact Guides roadmap, upgrade, and health-assessment work so Mears can expand the platform safely.

Architecture clues

  • Mears intends to bring IT, HR, finance, legal, health, and safety onto one internal platform.
  • Now Assist was introduced first through AI Search against policy and procedure documents.
  • ServiceNow Impact accelerators are used to guide upgrades and health assessments.

Evidence from the source

Now the user asks a simple question, using everyday language, and Now Assist scans the documents and instantly provides a user-friendly, easily accessible summary.
The Now Assist functionality would be perfect for HR cases.
The adoption of Now Assist for IT Service Management has proved pivotal in showcasing both the power of the platform and the transformational potential of generative AI.
Upgrades used to be daunting! But Impact's Jumpstart Your Upgrade accelerator has ensured that the process is now smooth and comprehensive.
We've used the ServiceNow AI Platform for a long time, historically IT Service Management and more recently HR Service Delivery.
Transparency Evidence & methodology 95/100 reference value · 79% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value95/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    3 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence79%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. ServiceNow

    Mears Group customer story

    First-party
    https://www.servicenow.com/customers/mears-group.html
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes

Date evidence

  • First archived Dec 12, 2024 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
    Open date source
  • Sitemap last modified Jul 30, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

Related

Similar use cases

See all like this
ServiceNow Modified · Jul 30, 2026 Deloitte Canada Commercial and Professional Services Canada Deloitte Canada's rapid growth left employees relying on calls and emails to IT, finance, HR, and risk teams, which created millions in lost productivity and forced staff to navigate too many legacy tools for routine… 18 legacy IT tools eliminated across IT, finance, HR, and risk management Enterprise Knowledge SearchIT Operations Automation AI Agents · AI Search · IT Service Management ServiceNow Modified · Aug 13, 2026 Robinhood Financial Services Menlo Park, California Robinhood had more than 250 fragmented IT, HR, legal, facilities, and procurement support queues, so employees had to navigate different intake paths for routine needs and the small tech-ops team was overwhelmed by… 2,200 hours saved per month Enterprise Knowledge SearchIT Operations Automation HR Service Delivery · IT Service Management · Moveworks Alibaba Cloud Aug 6, 2026 ShineWing (信永中和) Commercial and Professional Services Global ShineWing needed to move beyond isolated assistants and build a secure enterprise AI layer for document-heavy professional services. It had to coordinate multiple agents, unify AI assets, connect internal systems… completed final joint integration and launch in 1 week Enterprise Knowledge SearchIT Operations Automation AI Gateway · AgentTeams · MCP Server