This case study explains how the land services branch of the U.S. Armed Forces used ServiceNow to address an Army garrison housing maintenance crisis where residents often waited 30+ days for repairs and had little visibility into their cases, a problem that reached congressional attention. Synoptek implemented ServiceNow Customer Service Management and Field Service Management to give residents real-time status updates while enabling the Army to track, create, and dispatch Demand Maintenance Orders faster. The solution integrated with the Army’s financial system to keep DMO tracking accurate and compliant, and added a mobile app so field technicians could complete work and reporting more quickly. Reported benefits include moving from emails and chat to structured processes, improved audit

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