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Elevating Market Research and Product Development with ServiceNow SPM

As a brand leader of the fresh liquid milk category in Australia, New Zealand, the United States, and China, this customer realised that its market research and product development functions were operating sub-optimally due to technology and process restraints. 


Project Snapshot


reduction in manual efforts


improvement in financial data management


reduction in manual data errors 

Client size: 400 Client industry: Dairy Nutritional Client location: Global


Key Challenges

The market research and product development teams were using a combination of offline tools such as MS Excel, PowerPoint, and Word to document, track, and report their projects. This approach posed numerous challenges:

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Lack of a centralised online solution to track market research and product development projects.

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Disparate data sets captured several stands alone Excel workbooks, Word documents, and PowerPoint slides.

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No central location to capture project financials, issues, decisions, risks, and actions.

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Compliance issues due to lack of audit history on approvals/changes made to the projects.


Our Solution

Leveraging ServiceNow Strategic Portfolio Management (SPM), Thirdera, a Cognizant company built a tailored solution to streamline the user experience for the market research and product development teams.

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Centralised project management
Built a hub to capture projects, financials, risks, issues, decisions, actions, and changes in a centralised location.

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Real-time reporting and analytics

Automated reporting capabilities with out-of-the-box reports and customisable dashboards tailored to specific needs.

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Comprehensive audit trail and compliance

Enabled customers to capture a detailed audit history of all changes made to projects, fulfilling compliance requirements.


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Flexible form and view customisation

Implemented a feature that allows customers to purpose-build forms, views, and fields that align with the teams' requirements.


The Result

Compliance adherence
Ability to create confidential projects and restrict access to only the required teams thus adhering to data confidentiality and compliance standards. 

Strategic decision-making
Tailored dashboards and reports giving real-time analytics to executives, project teams, and finance teams.

Future integration opportunities
ServiceNow can be easily integrated with other modules such as Change Management, Risk Management, Strategy, Goals and Portfolio Management, and many others.

About Thirdera, a Cognizant company

Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximise the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimisation, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.

Contact us today to discuss your next project and enter a new era of ServiceNow partner experience.

Get in touch


Mei Yeng

Mei is the APAC Marketing Manager at Thirdera. Her focus is on growing Thirdera and the client journey across APAC and partnering with like-minded organisations to create thought leadership content and activations that will empower organisations and individuals.
[case-study, servicenow-spm] [Case Study, ServiceNow SPM]