Australia
Energy retail / Regulated2,500 employees
Problem
Regulated energy retailer. 1.1 million customers. Contracting on a bespoke internal tool with no lifecycle visibility, no governance, and no integration path.
Compelling event
A 2023 internal audit flagged the tool as enterprise risk. A custom rebuild was already underway and burning six figures with no delivery date.
Why we won
Challenged the premise: design toward workflow outcomes, not a feature rebuild
We arrived after someone else had already failed. Instead of a feature checklist, we helped them challenge their own requirements.
Deeper on goals. Engaged across business and personal motivations before an RFP was issued. Stayed out of a feature-parity race with legacy CLM vendors.
Partner aligned early. Worked the implementation partner on OOTB vs. custom scope. Delivery realism was part of why the proposal landed.
What changed
CM Pro + Legal Service Delivery. Custom build abandoned.
Order form signed four months after cold start. Workshops began within weeks.
CM Pro and LSD will give us the most complete end-to-end solution we have ever had for contracts and legal.
ServiceNow Platform Owner / Energy Retailer, Australia