How Soltrix Rescued a Stalled ServiceNow Implementation for MassGeneral Brigham

Overview

Organization: MassGeneral Brigham (formerly Partners Healthcare)

Industry: Healthcare

Services: ITSM, CSM, ITOM, SecOps, HRSD

Engagement: Ongoing (6+ Years)

When MassGeneral Brigham's ServiceNow rollout stalled under another implementation partner, Soltrix stepped in midway through the project and successfully delivered the remaining work ahead of schedule.

The Challenge

Five months into a planned ten-month ServiceNow implementation, only 25–30% of the project had been completed.

The healthcare organization faced several critical issues:

Missed implementation milestones

Increasing project delays

Risk of missing the go-live date

Financial penalties tied to delivery deadlines

No clear recovery plan from the previous implementation partner

With only five months remaining, approximately 70% of the implementation still needed to be completed.

Soltrix's Approach

After a competitive selection process, Soltrix assumed responsibility for the project with significant contractual accountability.

Key Actions

Took ownership during Month 6
Reviewed and stabilized the existing implementation
Completed the remaining 70% of work within approximately five months
Maintained quality assurance and testing throughout delivery
Focused on building a long-term strategic partnership

Results

| Metric | Outcome |
|---------|---------|
| Remaining Project Delivered | 70% |
| Time Available | 50% of Original Schedule |
| Delivery | 10 Days Ahead of Deadline |
| Upgrade Success Rate | 99%+ |

Long-Term Partnership

Following the successful implementation, Soltrix became MassGeneral Brigham's trusted ServiceNow partner.

Current responsibilities include:

ITSM Implementation

Customer Service Management (CSM)

IT Operations Management (ITOM)

Security Operations (SecOps)

HR Service Delivery (HRSD)

Daily platform support

Strategic ServiceNow consulting

Client Testimonial

"The Soltrix team provided expert technical assistance and was vital in developing and implementing fixes for issues found during three rounds of integrated testing. Their success rate was stellar, over 99%, and the upgrade was seamless to our 70,000+ end-users due in large part to Soltrix's diligence, teamwork, and technical expertise."

— Wes Rodriguez
ServiceNow Team Lead, MassGeneral Brigham

Conclusion

By stepping into a high-risk project with limited time remaining, Soltrix transformed a failing implementation into a long-term strategic partnership. The successful delivery established trust that continues through ongoing ServiceNow implementations, operational support, and enterprise consulting.