Retailer Drives Enterprise-Wide Transformation...
With Thirdera's Thrive program guiding their ServiceNow journey, this client is unlocking the full potential of their platform, optimizing governance, and driving operational...
Read MoreThirdera generates transformation, digitization, and automation for our customers at the speed of NOW.
We help organizations 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 organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
Exciting news! Thirdera and Cognizant Awarded Three ServiceNow Partner Specializations
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Stay up to date with the insights from ServiceNow experts and explore our blogs, news, case studies culture posts, partner updates and more.
For this global retailer, transforming their customer service operations meant reimagining how technology could create seamless, instant support experiences. Through Thirdera's innovative implementation of ServiceNow Customer Service Management (CSM) and AI-enabled chatbot capabilities, they've turned this vision into reality – delivering round-the-clock support that delights customers while optimizing operational efficiency.
60% call deflection over 12-month period |
1M completed chat interactions |
Client size: 350,000+ | Client industry: Retail | Client location: Global |
Fragmented customer service processes and experiences across multiple brands created inconsistency. |
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High call volumes and extended wait times strained customer service resources. |
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Limited self-service options and after-hours support hindered customer satisfaction. |
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Manual processes and routing inefficiencies impacted agent productivity. |
Thirdera delivered a comprehensive customer service transformation leveraging the ServiceNow platform's Customer Service Management (CSM) and AI capabilities.
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Process Standardization |
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Multi-Channel Support Implemented integrated live-chat and AI-powered chatbot capabilities across e-commerce platforms. |
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Intelligent Automation Deployed AI-enabled routing and resolution to streamline customer support operations.
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Digital Integration Seamlessly connected customer service capabilities with client's e-commerce websites. |
Enhanced customer experience |
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Increased operational efficiency |
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Omni-channel support |
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Positive brand impact |
Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize 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 optimization, 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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