Global Manufacturer Brings Efficiency to Customer Service Operations with ServiceNow

Written by Michael Henderson | 19/09/2024 8:37:23 PM

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.

Project Snapshot

>80%

improvement in agent efficiency

3-5

average # of days to resolve customer cases

Client size: 40,000+

Client industry: Manufacturing

Client location: Global

Key Challenges

	10,000 interactions monthly, all being managed in shared mailboxes.
	Customer issues were dumped into a black box with no confirmation, tracking, or updates.
	Shared email boxes gave managers no visibility of independent agent workload.
	With no SLAs in place, customer issues could take weeks or months to resolve.

Our Solution

Thirdera, a Cognizant company implemented ServiceNow CSM to provide the following:

Email processing
The ServiceNow platform handles all inbound emails and creates cases automatically routed to agents.

Genesys phone system integration

Configured to auto-pop contact data and existing customer cases for agents.

Internal portal

Internal resources such as sales, CSAs, and others can directly submit cases for common requests.

The Result

	Increased efficiency Cases are directly routed to the appropriate agent and don’t spend days or weeks bouncing around mailboxes.
	Increased productivity Agents no longer search shared mailboxes, all their work is queued in their agent workspace.
	Improved customer satisfaction Customers have full visibility of the case lifecycle from the time of submission, including details of the expected resolution date.

About Thirdera, a Cognizant company

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.

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