ServiceNow implementation consulting case study showcasing enterprise digital transformation and process optimization | DXC Technology Customer Stories

Customer

TK Elevator

Location

Rio Grande do Sul, Brazil

Industries

Manufacturing

Solutions

Enterprise Applications

Partner

ServiceNow

Customer Stories | April 15, 2026

DXC delivers ServiceNow platform implementation to transform TK Elevator’s operations



TK Elevator, a global leader in elevators, moving walkways, and boarding bridges, operates with a workforce of over 50,000 employees across eight factories worldwide. Facing intense competition and constant pressure to optimize costs, the organization set out to modernize its Shared Services Center (SSC) to improve efficiency and service delivery.

"The construction industry is always incredibly challenging. Competition is fierce, and we are under daily pressure to reduce costs and optimize processes."

— Marcelo Przyczynski, Head of IT Business Unit Latin America at TK Elevator

From legacy complexity to digital agility

To streamline operations and enhance user experience, TK Elevator partnered with DXC Technology to implement ServiceNow.

The transformation involved migrating from a highly complex legacy system with over 70 customized workflows to a more agile, scalable platform. Beyond implementation, DXC played a critical advisory role — helping redesign processes, simplify workflows, and ensure seamless integration across systems.

"At DXC, we don't just implement ServiceNow — we live it. As Customer Zero, we've deployed and validated AI-powered enterprise solutions across 115,000 employees in 70 countries, so our clients benefit from proven, real-world expertise from day one," says Rafael Bernardinelli — Americas Offering Lead, ServiceNow Business Group, DXC Technology.

Within just 13 months, the SSC evolved into a more intuitive, user-friendly, and efficient operation, significantly improving both employee and customer experience.

"What we really wanted was a partner who would take our hands and tackle challenges together — and that’s exactly what happened."

Fabiane Sum, CSC and PMO Manager at TK Elevator

ServiceNow platform implementation with ServiceNow operations management improving operational efficiency and service delivery | DXC Technology Customer Story Video

"DXC has been our partner for decades. They supported us not only in implementing ServiceNow, but mainly performing an advisory role. We have done several projects with DXC — but without a doubt, this last project we completed, which was the implementation of ServiceNow, convinces us that we made an adequate choice of partner, the right one, and Go Live is demonstrating this success."

— Marcelo Przyczynski, Head of IT Business Unit Latin America at TK Elevator

Results at a glance

  • 69 processes redesigned and 70 integrations delivered, simplifying complex legacy workflows
  • 60,000+ tickets processed within 13 months, demonstrating rapid adoption and scalability
  • 94% SLA compliance, ensuring consistent and reliable service delivery
  • 50,000+ tickets streamlined across the top 10 critical processes, improving operational focus
  • 98% user satisfaction, based on 3,000+ survey responses, reflecting a significantly improved user experience
  • Faster deployment of new capabilities, enabling continuous innovation and agility

"The usability for end users has made an enormous difference — it's simple, intuitive, and immediately impactful," says Fabiane Sum, CSC and PMO Manager at TK Elevator.

Towards intelligent operations

Building on this strong foundation, TK Elevator is now focused on advancing toward AI-driven operations. The next phase includes implementing autonomous, agentic AI workflows to enable smarter decision-making, predictive insights, and further process optimization.

With a scalable digital platform in place and a strong partnership with DXC Technology, the organization is well-positioned to unlock new efficiencies and drive continuous innovation across its global operations.

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