Centralized Email Request System for ASME
Motivation
Before this system was implemented, ASME’s marketing team handled email requests through scattered emails, spreadsheets, and manual tracking. This led to missed deadlines, inconsistent prioritization, and a lack of visibility across departments. The goal was to create a streamlined, transparent, and scalable request system that could support the high volume of email communications and improve collaboration between stakeholders and the digital team.
My Role & Contributions
As Digital Marketing Systems/Web Production Manager, I led the initiative from concept to launch. I identified ServiceNow as the right platform due to its flexibility, user permissions, and ticketing functionality. My key contributions included:
- Designing the intake workflow, including required fields, priority levels, and approval chains
- Building custom request forms and automation rules within ServiceNow
- Integrating the system with internal tracking and QA processes
- Creating documentation and leading training sessions for marketing managers and stakeholders
- Collaborating with leadership to roll out the system organization-wide
Challenges
The biggest challenge was changing existing team habits. Many team members were accustomed to requesting emails informally, so I had to demonstrate how the new system would save time and reduce confusion. Additionally, the system needed to remain flexible to accommodate urgent and last-minute requests, which are common in marketing environments.
Results & Success Metrics
After launch, the system reduced email turnaround time by 30%, improved communication between departments, and provided clear visibility into team workload and request volume. It also enabled the team to prioritize tasks more strategically and reference historical performance data. Feedback from stakeholders was overwhelmingly positive, and the system became a foundational part of ASME’s marketing operations.
This project was a prime example of how thoughtfully applied technology can solve real operational challenges and empower creative teams to work more effectively.
Profiles
© 2001 Sean Pisano