National Health and Medical Research Council (NHMRC)

Client Challenge

The NHMRC Research Help Centre (RHC) experienced a significant rise in customer interactions, reaching in excess of 26,500 in 2019—an increase of more than 6,700 from the previous year. To manage this growing demand efficiently, NHMRC sought to modernise its customer support capabilities by transitioning to a ServiceNow-based Service Portal.

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The legacy support processes were not optimised for high-volume interactions, resulting in inefficiencies in service delivery and stakeholder engagement. NHMRC required an industry-standard, modernised ticketing system to improve response times and operational efficiency.

Novabridge implemented the new ServiceNow Service Portal for NHMRC as well as completed training to ensure staff adoption.  

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Our Solution

Novabridge designed and implemented a best-practice ServiceNow Service Portal with key capabilities:

• Integration with Active Directory & Microsoft Exchange: Automated notifications improved service tracking and response management.
• Comprehensive Staff Training: Ensured seamless adoption and effective use of the new system.
• Enhanced Customer Experience: A user-friendly portal enabled streamlined interactions with stakeholders.
• Optimised Query Handling: Increased efficiency in managing customer inquiries, ensuring faster resolution times.

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Result

Novabridge successfully delivered a modernised ServiceNow portal, providing NHMRC RHC with:

• Improved Customer Support Efficiency: Enhanced workflows reduced response times and optimised ticket resolution.
• Streamlined Stakeholder Engagement: The portal improved communication and accessibility for all users.
• Scalability for Future Growth: A robust framework equipped NHMRC to handle increasing support volumes effectively.
• Operational Excellence: A modern, industry-standard solution aligned with best practices in service management.

The ServiceNow CMS implementation empowered NHMRC RHC staff to manage customer interactions more efficiently, elevating service quality and ensuring a superior experience for all stakeholders.

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Conclusion

At Novabridge, we cut through complexity to deliver real solutions, fast. With a strong track record in ServiceNow CSM implementation, we help organisations transform their service delivery—just as we have done for NHMRC and countless others.

By implementing a tailored ServiceNow solution, NHMRC successfully addressed its customer support challenges, achieving increased efficiency, improved stakeholder communication, and a future-proof service platform.