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Success Stories: A Global Professional Services Company

Customer Success Stories - We have the solutions you need! Below is one of the example's, of how we’ve utilized ITSM to help businesses just like yours.


Client Industry Domain : A Global - Professional Services Company

No. of Employees : 25,000+

Global Presence : EMEA, JPAC, USA, ANZ

Engagement Type : White label


Business Issues: Ineffective ticketing process, reporting was limited, and reports had to be consolidated into spreadsheets for stakeholders.


Problems:

  • No Process: Poorly routed tickets

  • No Automation: Manual touch-points

  • Tracking manual processes by spreadsheet and email

  • Limited reporting capabilities


Success Story:

  • ServiceNow is the only ticketing system, a single source for reporting tickets

  • Leveraging ServiceNow to track change tickets, instead of a limited in-house application

  • Automated ticket assignment expedites resolution timeline

  • Scheduled reports bring significant value to Service Desk management process

  • Built bots to automate generic queries

  • Stream lined mail routing using workflow

  • Ticketing life cycle analysis and management

  • Consolidate multi instances to single global one ( made huge cost saving in license fee )

  • Integrated 3rd party applications

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