From Fragile Integration to Native Automation
A global communications platform strengthened its enterprise offering by replacing a fragile integration with a native, upgrade-safe ServiceNow connector, enabling automated crisis communications at scale.
Context
In high-stakes environments, the ability to trigger mass communications during incidents is critical. Organisations rely on SMS, email and voice notifications to reach staff and customers quickly, often under pressure.
For Whispir, a leading enterprise communications platform, existing integration methods into ServiceNow no longer met enterprise expectations. Architectural shifts within the ServiceNow platform had rendered legacy approaches fragile, creating hesitation among customers and limiting adoption in regulated and mission-critical environments.
Approach
This engagement focused on aligning modern integration architecture with real operational needs, prioritising reliability, simplicity and long-term supportability.
Define
The core issue was not functionality, but alignment.
As ServiceNow evolved toward its Integration Hub architecture, previous connection methods no longer reflected how integrations were intended to work. This created risk around upgrades, security and long-term viability. Establishing a clear baseline for what “native” integration meant was the first step.
Align
A professional-grade ServiceNow Spoke was engineered from the ground up, designed to operate natively within the Integration Hub.
Complex communication triggers were mapped into simple, reusable actions, allowing ServiceNow developers, and non-specialists, to embed mass communications directly into workflows. The result was a drag-and-drop experience that removed the need for custom scripts or brittle workarounds.
Development was aligned to ServiceNow Store certification standards, ensuring the connector met enterprise expectations for security, performance and scalability.
Govern
Governance was achieved through adherence to platform-native best practices.
By following ServiceNow’s out-of-the-box architecture and certification requirements, the connector became inherently upgrade-safe. This removed ongoing maintenance risk for customers and ensured compatibility across future platform releases without rework or remediation.
Outcome
The integration shifted from a point of friction to a core strength.
Whispir became a first-class citizen within the ServiceNow ecosystem, with a certified connector published to the ServiceNow Store and adopted globally. Enterprise customers can now automate crisis communications directly from ServiceNow workflows, improving response times while reducing technical risk.
The result is a maintenance-free, future-proof integration that supports critical communications when they matter most.