SOFtact Solutions
Transforming Government Operations with Excellence

Mary Allison (MA) Yourchisin founded SOFtact Solutions (STS) in 2017 to help organizations solve difficult problems by effectively integrating emerging technologies. While she did not set out to become a ServiceNow company or even a ServiceNow partner, one of the first business opportunities that came to STS was to execute a complex ServiceNow deployment in support of a demanding Department of Defense (DOD) customer of strategic importance.

“STS’ company slogan and, in fact, our corporate culture, is ‘we are problem solvers,’” says Sam Anderson, executive vice president, “we eagerly embraced this challenge to lead our customer’s ServiceNow implementation and began transforming their business operations, as well as our own.”

From that point forward, ServiceNow has become integral to STS’ identity.

Yourchisin says, “We learned two things during that implementation that have propelled us to where we are now. The first was recognizing the power of the ServiceNow platform and how it can transform an organization. Second, was the realization our business could develop implementation strategies that would differentiate us in a very competitive business landscape.”

STS had a uniquely challenging opportunity for its initial ServiceNow implementation with a "no-fail mission" customer. As a result of its client-centric culture, commitment to problem-solving, and always finding 'a way to yes', STS successfully deployed and expanded the capabilities of the ServiceNow platform for one of the nation’s most strategic national defense entities.

The STS ServiceNow practice has grown considerably over the last three years, implementing out-of-the-box ServiceNow applications, including IT service management, customer service management, field service management, enterprise asset management and strategic portfolio management, among others. Perhaps more importantly, STS has deployed numerous comprehensive, ‘built-for-purpose’ applications directly aligned with mission outcomes for the warfighter.

Another significant factor behind STS’ success is its strong veteran employee population, comprising over 70 percent of its ServiceNow workforce. Veterans’ problem-solving mindset, refined in highstakes environments, empowers STS to navigate the complexities of government operations and deliver tailored ServiceNow solutions.

Doug Rezabek, ServiceNow director, emphasizes, “ServiceNow is the ‘problem solver’s platform for solving problems.’ And we are problem solvers. We know whether it’s a ServiceNow core capability or some unique, customer-specific requirement, it can be done with the ServiceNow platform.”

ServiceNow is the ‘problem solver’s platform for solving problems.’ And we are problem solvers

In 2021 came one of STS' most notable accomplishments when the U.S. Army sought to enhance its housing maintenance conditions. Leveraging its deep understanding of the unique challenges faced by Soldiers and their Families, STS developed the U.S. Army MaintenanceApplication (ArMA). This innovative app streamlines reporting of maintenance issues, allowing users to swiftly and easily submit requests directly to the Public Works Department.

In just 120 days, ArMA was deployed across the entire Army, a remarkable feat in the government sector. The app’s ease of use and effectiveness garnered widespread praise, transforming it into a cornerstone of Army facilities management. Today, ArMA is considered standard practice at Army installations, with Soldiers and Families empowered to submit maintenance requests directly from mobile devices.

Building on ArMA’s success, ServiceNow introduced STS to the Eastern Band of Cherokee Indians (EBCI). STS subsequently deployed a customer service management/field service management solution for EBCI-owned facilities and tribal housing, proving that ArMA can easily be replicated in an unlimited variety of other government and academic campus environments.

With the ability to meet complex government needs, STS is committed to continuous improvement and strategic use of ServiceNow technology—positioning itself as a transformative force in the ServiceNow space.