From Untrustworthy Data to Real-Time Reporting — In Just a Few Clicks
Test
Lead Architect / Advisor
Org: Delta Dental Inc.
Industry: Leading nationwide dental insurance company
Services: ITSM · Incident Management · Problem Management · Service Catalog & Request Management
Engagement: 2 years
Delta Dental's legacy IT system was too complex and unreliable to trust. Soltrix replaced it with a single system of record that turned guesswork into real-time, dependable reporting.
# The Challenge
Delta Dental's IT team had spent years building out its previous ITSM system, but the platform had become a hindrance rather than a help. As one of the country's leading dental insurers, reliable data and fast service were core to the business. Yet, the legacy system was working against both.
- The request management process was complex and cumbersome, and hadn't adapted well as business needs changed
- IT couldn't trust the data it extracted from the old system, which meant reporting stayed high-level and shallow
- The system had become a genuine blocker to Delta Dental's broader IT roadmap, not just a daily inconvenience
Soltrix implemented ServiceNow as Delta Dental's single system of record, rebuilding how both employees and IT interacted with requests and data from the ground up.
- Deployed the Service Catalogue & Request Management application so employees could identify what they needed, add a brief justification, and place an order in a few clicks
- Layered in Incident and Problem Management so IT could trace issues back to the root cause instead of just patching symptoms
- Soltrix's implementation automatically notified the service provisioning coordinator the moment an order came in, while still supporting bulk orders — the new speed came at the cost of flexibility
One
Few Clicks
Real-Time
2 Years
Single system of record replacing scattered tools
To place and process a request
Trustworthy reporting IT can finally rely on
Of measurable, ongoing improvement
Requests now arrive at internal IT faster and with consistent, complete information — no more chasing employees for missing details.
Reporting that used to be high-level and untrustworthy is now detailed enough to support root-cause analysis, letting IT respond to incidents faster and demonstrate its value across the organisation.
Delta Dental is now planning its next phase of ServiceNow expansion into governance and on/off-boarding.
"We really value the amazon.com-type look and feel of ServiceNow because it relieves the end-user of all the hard work and streamlines the ordering process."
— Zach Gauss, IT Service Delivery Manager, Delta Dental