Brad Paubel, IT Practitioner with Maritz, specializes in end-user management dealing with the IT touch-point to the business, dropped by at theCube at the recently concluded ServiceNow Knowledge 13 event with show host Jeff Frick to discuss how his company is utilizing ServiceNow, and how it has helped transform Maritz in to what it is today.

Maritz is a company that delivers integrated performance improvement, travel, and marketing research services and has about 4,000 employees.

According to Paubel, ServiceNow has helped Maritz evolve into something that delivers a “weekend experience” during the week, and ServiceNow tools and products allowed the company to deliver that to its customers.

ServiceNow helped them realize that they could get outside IT help to improve their services, and that their own IT team could be improved to be more competitive.  With ServiceNow, Maritz is now doing chargebacks, as customers no longer mind paying for something, as long as it gets things done.  It’s a cultural shift that is seen as very important to the industry.  Martiz stated that the shift happened before they joined with ServiceNow, but the team up has enabled them to make the necessary transition.

“[W]e looked at ServiceNow as an enabler to allow us to become close to our business because with ServiceNow, we’re not limited to IT.  You can go into other areas such as facilities [or] HR.  It’s an open platform that allows you… the flexibility to sit down with your business, your customers and really develop with them instead of this kind of blackbox where they ask you to perform, you give it to them and you’re not sure, ‘Did you do it right?  Did you not?  Where did it come from?’  Now we’re one with our business.  We can sit down and really become that consultant with them, that partner,” Paubel stated.

Maritz wanted to be innovative, cut cost and automate.  And it knew it needed outside help, as well as the right tools, for that to happen.  And that’s when ServiceNow came into the picture.  It was a company-wide, strategic decision to lean on ServiceNow, and it’s one decision that Maritz hasn’t regretted ever since.

For more of Paubel’s discussion with regards to Maritz’s experience with ServiceNow, check out the video below: