Norwegian Cruise Line (NCL), a leader in the cruise industry, significantly improved its onboarding process using ServiceNow, reducing the time to onboard new recruits from 14 days to just 2 days, resulting in $100,000 in annual savings. NCL, which operates a fleet of 31 ships and has over 40,000 employees, faced challenges post-COVID-19, particularly in scaling operations to meet surging demand. ServiceNow played a crucial role in NCL’s recovery, automating workflows and improving IT service delivery under the leadership of Shannon Chapman, Director of IT Service Delivery. Despite initial deployment issues, ServiceNow's potential has been realized, contributing to NCL's ongoing success.

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