The Opportunity
Renowned in the fitness world, FLG is an umbrella company with hundreds of facilities and thousands of machines managed by regional contractors.. The group incorporates six brands and 385+ locations across Australia, New Zealand, Thailand, Vietnam and Singapore. Their ServiceNow subscription was approaching expiry and the platform had proven difficult to operate, costly to maintain, and slow to extend.
With Atlassian tools already widely used inside the organisation, moving to Jira Service Management (JSM) presented a natural fit. The shift offered a chance to simplify operations, reduce cost and build a service platform FLG could run and evolve confidently on their own.
The Solution
FLG’s existing ServiceNow environment carried several challenges. Manual interventions, geographical diversity, varied work processes and the need for device-level warranty tracking and supplier-level insurance oversight all contributed to friction and complexity.
Elegance Group designed a migration plan focused on delivering a more holistic model that FLG’s technical team could adopt and extend self-sufficiently. Given the mobile-heavy nature of FLG’s workforce, barcode scanning and mobile-friendly dashboards were introduced to support technicians and contractors in the field.
Key capabilities delivered included automated ticket routing based on facility, location, warranty and contract details, along with integrated insurance and compliance management. Spend threshold checks were implemented to support procurement approvals for quoted works and materials.
As part of the migration, around 900,000 historical ServiceNow tickets were analysed. From these, 4,000 active tickets were migrated into JSM, while a secure mounted archive was provided for seamless access to historical records without data loss.
Planned maintenance cycles were redesigned with a sophisticated ruleset that batches similar tasks and intelligently separates unique ones. This reduced manual workload and improved operational efficiency.
To ensure strong buy-in, Elegance Group ran ongoing demonstrations with stakeholders who had long been accustomed to the old system. Feedback was captured and refined in real time, building trust and contributing to high adoption and satisfaction across user groups.
The Impact
The migration from ServiceNow to JSM delivered a streamlined, resilient and scalable service platform that met immediate needs while setting FLG up for long-term success. The project was completed with seamless continuity, zero downtime and no loss of historical data.
A diverse user base that began the journey sceptical ultimately became advocates. They consistently saw their feedback heard and improvements applied quickly, which helped build confidence in the new platform.
The result is a self-sufficient FLG team operating a simplified and extensible service management solution with measurable cost savings and stronger operational performance.
Benefits Gained
- Significant operational cost savings delivered within tight ServiceNow expiry timelines
- Simplified holistic service model with streamlined workflows and automation
- Enhanced contractor, technician, facilities, procurement and leadership experience through device-specific UX
- Fine-grained data capture and flexible reporting, including feedback and CSAT
- Seamless transition with zero downtime, business continuity maintained and zero historical data loss
Services
Solution Design
Implementation & Integration
Migrations
Atlassian Products
Jira Service Management
Jira
Confluence
