Global Retailer Maximises ServiceNow GRC...
Following a successful UX redesign that enhanced the employee experience, this global retailer set their sights on driving more value from their ServiceNow Governance, Risk, and...
Read MoreThirdera generates transformation, digitisation, and automation for our customers at the speed of NOW.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organisations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
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Read moreDigitise and automate workflows to enhance the customer experience, online and in-store.
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Read moreStay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
Recognising that their email-based processes for handling customer case management were an operational disadvantage, this global medical device manufacturer invested in ServiceNow Customer Service Management (CSM) to improve customer satisfaction, increase agent efficiency, and enhance case management visibility.
>80% improvement in agent efficiency |
3-5 average # of days to resolve customer cases |
Client size: 40,000+ | Client industry: Manufacturing | Client location: Global |
10,000 interactions monthly, all being managed in shared mailboxes. |
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Customer issues were dumped into a black box with no confirmation, tracking, or updates. |
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Shared email boxes gave managers no visibility of independent agent workload. |
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With no SLAs in place, customer issues could take weeks or months to resolve. |
Thirdera, a Cognizant company implemented ServiceNow CSM to provide the following:
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Email processing |
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Genesys phone system integration Configured to auto-pop contact data and existing customer cases for agents. |
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Internal portal Internal resources such as sales, CSAs, and others can directly submit cases for common requests. |
Increased efficiency |
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Increased productivity |
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Improved customer satisfaction |
Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximise the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimisation, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.
Contact us today to discuss your next project and enter a new era of ServiceNow partner experience.
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