Playtika Revolutionises Customer Support with ServiceNow

Written by Michael Henderson | 28/08/2024 12:41:13 PM

Playtika, a long-time ServiceNow client, faced challenges with an ageing instance of 10 years. The company aimed to migrate to a new instance, recreate apps for enhanced efficiency, and leverage new platform features to improve customer support across its portfolio of games.

Project Snapshot

20+

number of games supported

1mm+

number of players supported

80%

projected efficiency increase

Client size: 3,700

Client industry: Digital Entertainment

Client location: Global

Key Challenges

Playtika's drive for efficiency and modernisation was ultimately geared towards providing a superior experience to millions of players across around 20 different games.

	Ageing ServiceNow instance with accumulated inefficiencies.
	Desire to improve customer experience across multiple game titles.
	High volume of support requests requiring significant agent time for scribing responses.
	Need for rapid implementation due to fast-paced business environment.

Our Solution

Playtika engaged Thirdera, a Cognizant company, to facilitate the delivery of effective solutions for their ServiceNow upgrade and automation needs.

Migration to ServiceNow CSM Pro and ITSM Pro
Facilitated the migration to new ServiceNow CSM Pro and ITSM Pro products, leveraging the opportunity to reevaluate and optimise their approach to automation.

Tailored CSM Solution

Facilitated the build of a CSM solution, allowing for customised support experiences for each of Playtika's approximately 20 games.

AI-Powered Auto-Response Capability

Facilitated the integration of an internally developed AI application that generated responses based on agent prompts to significantly reduce scribing time.

The Result

Immediate efficiency boost
Day 1 of implementation saw a 20% increase in efficiency, with projections indicating an 80% increase by Year 2.

Enhanced customer experience
The tailored CSM solution and AI-powered responses have dramatically improved the support experience for millions of players.

Scalable support infrastructure
The new setup allows Playtika to handle high volumes of support requests more effectively across its diverse game portfolio.

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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