The Customer
The client, an industrial tech company, had already been utilizing ServiceNow, and relied on the platform primarily for managing support services for end users, particularly in the realm of IT Service Management (ITSM). Although the exact extent of their utilization beyond our specific involvement remained unclear, our objective was to seamlessly integrate our enhancements into their existing framework, maximizing the potential of their ServiceNow implementation.
The Challenge
The company approached us seeking assistance due to two primary challenges they were facing. Firstly, they were experiencing insufficient end-user adoption of self-service tools, resulting in a heavy reliance on service desk support agents. This not only increased the workload on the service desk team but also hindered the efficiency of support operations.
Secondly, the client desired a reduction in the time spent by service desk support agents on manual tasks such as triage and routing support requests. The goal was to streamline these processes and eliminate unnecessary reassignment of tickets. The client sought a solution that would enhance the end-user experience while optimizing the efficiency of their support system.
The Solution
To address the client's needs, our team proposed the implementation of Employee Center and Agent Chat functionalities. We collaborated closely with the client and engaged a UX expert to design a solution that aligned with their requirements. The Employee Center implementation focused on creating an enhanced user experience that scaled well for small screens, enabling users to easily access and utilize self-service options. The Agent Chat feature included the creation of approximately 20 Agent Chat flows to automate and expedite support interactions. Notably, this project did not involve any integrations with external systems.
Throughout the project, we maintained regular communication with the client through twice-weekly scrums, training sessions, and additional meetings towards the end to refine certain aspects of the Employee Center portal. The project followed a typical development process with no significant deviations in terms of meetings and training.
Results
Unfortunately, as the project neared its completion, it became apparent that the client was not yet prepared to fully deploy the solution to their end users. Instead, they opted to take a cautious approach and release the implemented enhancements in a controlled manner, gradually exposing the functionality as they felt comfortable. While this meant that we did not have the opportunity to witness the immediate impact and feedback from a wider user base, the client expressed their overall satisfaction with the work that had been done.
They appreciated the dedication and expertise of our team throughout the project, recognizing the efforts made to address their specific needs and deliver a solution that aligned with their vision. Their positive feedback served as validation of the value we added and the successful collaboration we had established. It also left open the possibility for future iterations or enhancements once the client had fully evaluated the initial release and gathered user feedback.
