Tech Company Implements ServiceNow's Employee Center and Agent Chat

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"GlideFast’s expertise in ServiceNow has transformed our service desk operations and user experience, laying the foundation for future improvements."

Summary

The industrial tech company engaged GlideFast to enhance their ServiceNow implementation by addressing two main challenges: low self-service adoption and inefficient service desk operations. GlideFast implemented Employee Center and Agent Chat, streamlining support processes and improving the user experience. While the client opted for a phased rollout of the solution, the project was completed successfully with the client expressing satisfaction with the team's dedication and expertise. The successful collaboration laid the foundation for potential future enhancements as the client gathered user feedback and explored further opportunities to optimize their ServiceNow environment.

Low Self-Service Adoption and Inefficient Service Desk Processes

The client faced two key challenges that were impacting their support operations:

Low Self-Service Adoption: Despite having self-service tools in place, end-users were not fully embracing them, resulting in a higher volume of requests being directed to the service desk. This heavy reliance on service desk agents significantly increased their workload and created bottlenecks in support response times.
Inefficient Service Desk Operations: Service desk agents were spending a disproportionate amount of time on manual tasks, such as triaging tickets and routing requests to the appropriate teams. This inefficiency led to delays in resolution times and reduced the overall effectiveness of the support system.

The client sought a comprehensive solution that would not only improve the end-user experience by promoting self-service adoption, but also streamline service desk operations by automating manual tasks, ultimately enhancing the efficiency of their support system.

Implementing ServiceNow's Employee Center and Agent Chat to Streamline Operations

To address these challenges, our team implemented ServiceNow Employee Center and Agent Chat functionalities:

Employee Center: Designed for ease of use on both large and small screens, allowing users to access self-service options and reduce dependency on the service desk.
Agent Chat: Developed approximately 20 Agent Chat flows to automate and expedite support interactions, reducing manual triage tasks.

Throughout the project, we maintained regular communication with the client, conducting twice-weekly scrums, training sessions, and meetings for refinement as the project progressed. This ensured that all aspects of the solution aligned with their needs.

Impact on User Adoption, Service Desk Efficiency, and Satisfaction

The project led to the successful implementation of ServiceNow’s Employee Center and Agent Chat, delivering measurable improvements in both end-user experience and service desk efficiency. Here are the three key outcomes and metrics:

25% Increase in Self-Service Adoption: The deployment of Employee Center led to a 25% increase in self-service interactions, reducing the number of requests directed to the service desk and empowering users to resolve issues independently.
30% Reduction in Service Desk Handling Time: The introduction of Agent Chat and 20 custom chat flows for automating triage and routing resulted in a 30% reduction in the time service desk agents spent on manual tasks, allowing them to focus on higher-priority issues.
Improved User Satisfaction and Operational Efficiency: The mobile-optimized design of Employee Center enhanced the end-user experience, leading to higher satisfaction levels. While full user feedback is still being gathered, the client’s positive response confirms the solution's effectiveness, setting the stage for future improvements.

These outcomes highlight the success of the project in enhancing service desk efficiency and driving user adoption of self-service tools, ultimately boosting operational performance and user satisfaction.