Evora IT Solutions

Evora IT Solutions, a global leader in consulting and technology services specializing in customer service, field service, and maintenance operations, is pleased to announce that its customer, Sunoco LP, will be featured at ServiceNow Knowledge25, the flagship annual conference for the global ServiceNow community. Charles Bloemer, Director of Maintenance and Construction at Sunoco LP, and Amanda Semicek, Supervisor of Sales and Account Support at Sunoco LP, will present a breakout session titled “How Sunoco Transformed Retail Maintenance Operations with AI and Automation.” The session will highlight how Sunoco reimagined its retail maintenance operations using ServiceNow’s Field Service Management (FSM) solution in collaboration with Evora.

This session follows Sunoco’s recent successful go-live with their new ServiceNow FSM solution—an achievement that marked a major milestone in their digital transformation journey. Read more about the go-live here.

Session Overview

In this session, Sunoco will detail its journey to streamline field service processes, eliminate inefficiencies, and unify operations through AI and automation. With the help of Evora, Sunoco deployed a real-time, end-to-end service management experience that connects store managers, home office dispatchers, and third-party contractors on a single platform.

Attendees will gain valuable insights into how Sunoco:

Streamlined service operations through AI-powered automation,
Improved visibility and collaboration across internal and external stakeholders, and
Scaled efficiently using a unified Field Service Management platform.

“Sunoco’s transformation is a testament to what’s possible when innovative technology meets strong industry partnership,” said Noah Ryan, Account Executive at Evora. “We are proud to support Sunoco’s modernization and excited to showcase their success at Knowledge25.”

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Why It Matters

As organizations across industries seek to modernize maintenance operations, Sunoco’s story stands out as a model of successful digital transformation. By integrating ServiceNow FSM and working with Evora, Sunoco achieved real-time operational visibility, accelerated service resolution, and enhanced customer satisfaction—without adding complexity.

With over 15 years of experience in field service innovation and deep expertise across SAP and ServiceNow, Evora IT Solutions empowers enterprise teams to achieve measurable business value through smarter service models, mobile-first solutions, and scalable digital frameworks.

Meet with Evora at Knowledge25

Our team of experts will be on-site to discuss how our tailored services can optimize your process and operations to drive efficiency. Whether you’re looking to improve your customer service workflows, enhance field service management, or maintaining your applications, our team is ready to help. Schedule a personalized meeting with Evora’s experts and learn how ServiceNow solutions and our expertise can take your organization to the next level.

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Beau Gibbs EVP of ServiceNow Solutions

Send E-Mail 319-290-2931

Can’t Attend Knowledge25?

We’ve got you covered. Watch our exclusive on-demand webinar featuring Sunoco’s Charles Bloemer, along with Evora’s Noah Ryan and Jordan Lake from ServiceNow. Discover how Sunoco achieved real-time visibility and accelerated service delivery across their nationwide retail network.

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About Evora

Evora IT Solutions is a global consulting and technology services provider specializing in customer service, field service, and maintenance operations. With a track record of successful SAP and ServiceNow implementations, Evora delivers integrated solutions in asset management, plant maintenance, field service, and performance planning that align with strategic business objectives.

Evora’s offerings include strategic consulting, solution implementation, system integration, custom development, and application management. With industry expertise across utilities, energy, manufacturing, life sciences, healthcare, transportation, and the public sector, Evora helps organizations optimize service delivery and embrace digital change.

A proud member of the Allgeier Group, one of Europe’s leading digital transformation experts, Evora is well-positioned to guide clients through the complexities of enterprise modernization.

Evora IT Solutions is proud to announce the successful go-live of Sunoco’s digital transformation with ServiceNow, an industry-leading platform for service management. This milestone represents the culmination of a comprehensive project aimed at optimizing Sunoco’s retail maintenance operations, driving operational efficiency, and enhancing vendor and customer management.

Streamlining Operations and Fueling Success

Sunoco, North America’s largest independent fuel distributor, operates over 7,400 gas stations across 40+ states and maintains critical infrastructure such as fuel tanks, pumps, and card readers. With a vast number of assets and locations to maintain, Sunoco faces several operational challenges, including inefficient vendor allocation, inadequate visibility into work order statuses, and lack of systematic control over hours and parts usage. These challenges hindered Sunoco’s ability to manage costs and maintain optimal service delivery.

Evora, leveraging its deep expertise in field service management (FSM) and SAP integration, worked closely with Sunoco to deliver a centralized Customer Service Management (CSM) portal that automates workflows and streamlines operations from case creation to work order closure. The solution, which integrates with ServiceNow’s Field Service Management (FSM), Accounts Payable Operations (APO), and Strategic Portfolio Management (SPM) modules, improves operational efficiency, increases transparency, and provides valuable insights into vendor performance, work order completion, and parts usage. This integration with SAP ensures accurate financial records and enhances invoicing efficiency, ultimately driving cost control and better collaboration across teams.

“Evora’s expertise in field service management and SAP integration was crucial to the success of this project. We’re excited to see Sunoco leverage ServiceNow to fuel efficiency, increase transparency, and reduce operational costs,” said Noah Ryan, Senior ServiceNow Solutions Executive at Evora IT Solutions.

Why Evora?

Sunoco selected Evora as its trusted FSM partner due to its proven track record in SAP integration and field service management solutions. Evora was also among the first to implement the new APO and Retail Store Operations (RSO) modules, gaining valuable experience in building seamless integrations and delivering efficient, scalable solutions.

Evora’s expertise in field service management and SAP integration was crucial to the success of this project. We’re excited to see Sunoco leverage ServiceNow to fuel efficiency, increase transparency, and reduce operational costs.

Looking Ahead

ServiceNow will be hosting a webinar on March 27, 2025 from 8 am to 9 am PT | 11 am to 12 pm ET, where Charles Bloemer, Sunoco’s Director of Technical Services & Maintenance, will discuss how the energy company transformed its retail maintenance operations with the help of Evora and ServiceNow. Participants will gain valuable insights on AI-powered workflows, real-time mobile updates for contractors, store manager service request tracking, and simplified vendor and customer onboarding.

Register for the webinar to learn how Sunoco’s journey can fuel your own digital transformation.

Reserve Your Spot

About Evora

Evora IT Solutions is an international consulting company providing solutions and services for asset intensive and maintenance operations, and customer and field service. For over 15 years, Evora has been a trusted partner for utilities, natural resources, chemicals, life sciences and healthcare, manufacturing, transportation, consumer industries, professional and public services, as well as education customers. Leveraging the technology stacks of SAP and ServiceNow, Evora delivers integrated asset management, plant maintenance, customer and field service, planning and performance, and mobile solutions that delight users. Evora’s offerings include strategic consulting, solution implementation, software development, system integration, as well as application management services. Evora is part of the Allgeier group, one of the leading European experts in the digital transformation of business models and mission-critical processes.

Elara Caring is at the forefront of digital transformation in home healthcare. Partnering with Evora and ServiceNow, they’re revolutionizing in-home healthcare services with Field Service Management (FSM) and mobile technology. At Knowledge24, Elara Caring CIO Chris Mate, Evora Solution Executive Noah Ryan, and ServiceNow VP Terrence Chesire shared insights on their successful implementation. The conversation shed light on how innovative technology can streamline operations, reduce administrative burdens, and ultimately improve patient care.

Introduction to Elara Caring

Elara Caring is a leading national healthcare provider that delivers both clinical and non-clinical services to over 60,000 patients each day all within the comfort of their homes. Operating across four key service lines—assisted daily living care, skilled nursing, hospice, and behavioral health services—Elara Caring facilitates around a million patient visits every month, ensuring that care is delivered where it’s most needed: in the home.

Elara has long championed innovative approaches and technologies to improve outcomes for patients and reduce payer costs. Partnering with Evora has contributed to our ability to fulfill our mission-driven goals while meeting consumers’ escalating home health needs.

The Challenge

Elara Caring faced a major operational challenge: a highly manual and time-consuming scheduling process for 16,000 caregivers spread across nine states. This inefficiency placed a significant administrative strain on the organization, pulling focus away from patient care and creating considerable operational friction.

The Solution

To tackle this challenge, Elara Caring decided to implement the ServiceNow platform, with the goal of streamlining operations and reducing friction in caregivers’ daily workflows. By consolidating disparate systems and simplifying engagement processes, ServiceNow enabled Elara Caring to refocus its efforts on what truly matters—providing high-quality patient care.

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Innovative Transformation

Evora IT Solutions’ collaboration with Elara Caring began nearly two years ago. The partnership focused on eliminating operational bottlenecks, particularly in the scheduling process. One of the standout innovations was the development of a “marketplace” functionality within the ServiceNow Field Service Management (FSM) module. This feature allows caregivers to self-select patient shifts via a mobile app, creating an “Uber-like” experience for scheduling. This simple yet powerful tool improved operational efficiency, reduced friction, and significantly enhanced caregiver engagement.

Impact and Benefits

The integration of ServiceNow delivered a range of benefits for Elara Caring:

Improved Accuracy: The platform enabled more precise matching of aides to patients, taking into account specific needs such as allergies and preferences, ensuring that the right caregiver was paired with the right patient.

Reduced Overtime: With better visibility into open shifts and caregiver availability, Elara Caring saw a noticeable reduction in overtime hours, leading to more efficient staffing and cost savings.

Increased Caregiver Engagement: The ability for coordinators to have more meaningful, quality conversations with caregivers, instead of focusing on administrative tasks, helped improve overall morale and engagement, contributing to higher-quality care.

Conclusion

The partnership between Evora IT Solutions and Elara Caring, demonstrates how cutting-edge technology, such as the ServiceNow platform, can transform home healthcare delivery. By improving operational efficiency, enhancing caregiver engagement, and reducing administrative burdens, ServiceNow has helped Elara Caring focus more on patient care and less on operational complexity, creating a better experience for both caregivers and patients.

About Evora

Evora IT Solutions is an international consulting company providing IT solutions and services with the focus on asset intensive operations, maintenance and customer experience. For over 15 years, Evora has been a trusted partner for utilities, natural resources, chemicals, life sciences and healthcare, manufacturing, transportation, consumer industries, professional and public services, as well as education customers. Leveraging the technology stack of SAP and ServiceNow, Evora delivers integrated asset management, plant maintenance, field & customer service, planning and performance, and mobile solutions that delight users. Evora’s offerings include strategic consulting, solution implementation, software development, system integration, as well as application management services. Evora is part of the Allgeier group, one of the leading European experts in the digital transformation of business models and mission-critical processes.

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Noah Ryan ServiceNow Solutions Executive

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Introduction

Evora IT Solutions is proud to announce the successful implementation of ServiceNow Field Service Management (FSM) for Brightspeed, a leading telecommunications company headquartered in Charlotte, N.C. with assets and associated operations in 20 states. This collaboration highlights our commitment to delivering innovative and efficient solutions tailored to our clients’ unique needs.

Project Overview

Brightspeed was tasked with a bold mission: deploying fiber to 3.2 million households within just three years. As a recent divestiture from Lumen, Brightspeed inherited legacy systems that were nearing the end of their lifecycle. To support their ambitious goals, they required a modern, agile platform—and they chose ServiceNow. Once the platform was in place, Brightspeed turned to ServiceNow FSM to streamline field service management, making it the perfect solution to meet their needs and drive operational efficiency.

Why Brightspeed Chose Evora

Brightspeed selected Evora as their implementation partner due to our specialized expertise in ServiceNow FSM. Our proven track record and close collaboration with ServiceNow ensured that we could deliver a customized solution that met Brightspeed’s specific requirements. Our ability to provide innovative solutions and manage complex implementations set us apart from other vendors.

Implementation Highlights

Rapid Deployment: The project was completed in eight months, a significant achievement compared to the typical 15-18 months for similar migrations. This rapid deployment was crucial as Brightspeed’s legacy system was set to be decommissioned by the end of the year.

Innovative Solutions: Evora introduced several innovative solutions, such as lazy loading for technicians, to enhance system performance and user experience. This approach ensured that dispatchers could efficiently manage a large technician base without delays.

Collaborative Effort: The success of this project was a result of the strong partnership between Brightspeed, ServiceNow, and Evora. Our teams worked tirelessly, including weekends and weeknights, to ensure the implementation met all requirements and deadlines.

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Future Roadmap

Looking ahead, Brightspeed plans to further optimize their field service operations with advanced features from ServiceNow FSM. This includes deploying schedule optimization, enhancing AI capabilities for technicians, and improving forecasting and resource management. Evora will continue to support Brightspeed in these endeavors, ensuring they achieve maximum efficiency and productivity.

Conclusion

With ServiceNow’s Field Service Management (FSM), Evora connects field service with teams inside the business as well as mobile tools to quickly respond to and prevent issues, ensuring the safety of both customers and workers. This solution allows the breakdown of silos, automation of workflows and streamlining of processes. Reduce costs and increase revenue by adding route optimization to minimize travel time of technicians, all while decreasing efforts for customers and employees. The successful implementation of ServiceNow FSM for Brightspeed demonstrates Evora’s expertise and dedication to delivering top-notch solutions for our clients.

Evora IT Solutions, an international consulting company in the field of mobile workforce management and user experience, has implemented a cloud-based mobile scheduling and care management ServiceNow solution for Elara Caring, the leading national home health provider offering high-quality, value-based clinical and personal care services across the patient continuum.

Evora helped equip Elara’s caregivers with a market-leading, mobile-enabled solution through ServiceNow that improves clinical outcomes, the caregiver experience, and cost efficiencies—aligning the interests of patients, payers and providers. Evora deployed ServiceNow’s Field Service Management (FSM) and Healthcare and Life Science (HCLS) products, improving Elara’s ability to deliver vital services to patients wherever they call home.

“We’re proud of our partnership with Elara Caring and our work together to connect teams and streamline processes so Elara caregivers can continue providing outstanding care to their patients,” says Noah Ryan, Senior ServiceNow Solutions Executive for Evora IT Solutions US. “Our team’s knowledge of the ServiceNow platform, specifically the FSM and HCLS products, allowed us to implement the additional customizations and functionalities needed to help Elara enhance their operations.”

“Elara has long championed innovative approaches and technologies to improve outcomes for patients and reduce payer costs,” said Chris Mate, Chief Information Officer at Elara. “Partnering with Evora has contributed to our ability to fulfill our mission-driven goals while meeting consumers’ escalating home health needs.”

Evora’s commitment to implementing best-practice solutions while optimizing processes to help customers be successful in tomorrow’s world, combined with Elara’s commitment to mission-driven innovation, is redefining the future of patient care.

We’re proud of our partnership with Elara Caring and our work together to connect teams and streamline processes so Elara caregivers can continue providing outstanding care to their patients. Our team’s knowledge of the ServiceNow platform, specifically the FSM and HCLS products, allowed us to implement the additional customizations and functionalities needed to help Elara enhance their operations.

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Evora IT Solutions is a dynamic and international consulting company in the field of mobile workforce management and user experience. With teams in the United States, Canada, Brazil, Germany, Austria, Switzerland, Spain and India, challenging software projects are implemented at both national and international levels to digitize maintenance and service processes. By implementing best-practice solutions while optimizing their processes we help our customers to be successful in tomorrow’s world. For more information, visit evorait.com.

Elara Caring is among the nation’s leading providers of high-quality, value-based home health, offering Skilled Home Health, Hospice, Personal Care Services, Behavioral Health and Palliative Care. With a footprint in 17 states, it serves more than 60,000 patients and clients across 200 locations. Elara’s mission is to expand home care access by embracing the industry’s most innovative technologies and models, and hiring compassionate people who believe in taking care of its patients, clients, care providers and each other. Elara was recognized as the 2023 Home Health Innovator of the Year by McKnight’s. Visit elara.com.