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Playtika, a long-time ServiceNow client, faced challenges with an aging 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.
20+ number of games supported |
1mm+ number of players supported |
80% projected efficiency increase
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Client size: 3,700 | Client industry: Digital Entertainment | Client location: Global |
Playtika's drive for efficiency and modernization was ultimately geared towards providing a superior experience to millions of players across approximately 20 different games.
Aging ServiceNow instance with accumulated inefficiencies. |
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Desire to improve customer experience across multiple game titles. |
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High volume of support requests requiring significant agent time for scribing responses. |
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Need for rapid implementation due to fast-paced business environment. |
Playtika engaged Thirdera, a Cognizant company, to facilitate delivery of effective solutions for their ServiceNow upgrade and automation needs.
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Migration to ServiceNow CSM Pro and ITSM Pro |
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Tailored CSM Solution Facilitated the build of a CSM solution, allowing for customized support experiences for each of Playtika's approximately 20 games. |
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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. |
Immediate efficiency boost |
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Enhanced customer experience |
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Scalable support infrastructure |
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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