GlideFast proposed ServiceNow's Mobile Agent solution, minimizing customization to ensure a swift deployment. The mobile app would offer incident management, request handling, knowledge base access, real-time chat, approval workflows, and notifications. Key components included:

• Mobile Agent App: A user-friendly app enabling agents to manage incidents, fulfill service requests, and collaborate via chat.
• Incident Management: Empowered agents to resolve incidents directly on mobile, reducing delays.
• Request Handling: Enhanced efficiency in fulfilling and tracking service requests.
• Knowledge Base Access: Agents had immediate access to the right information to resolve issues quickly.
• Chat Functionality: Real-time communication with users for faster issue resolution.
• Approval Workflows: Streamlined approval processes directly within the app.
• Notifications: Automated alerts to keep agents updated on critical tasks.

With regular communication, training, and testing, GlideFast ensured the solution met client expectations and performed flawlessly.

The ServiceNow Mobile Agent implementation led to significant improvements in help desk operations:

• Faster Incident Resolutions: The mobile app reduced resolution time from 1 week to just 1 day.
• Enhanced Customer Satisfaction: With more responsive support, customer satisfaction rates increased.
• Improved Mobility: Help desk agents could address issues remotely, boosting operational flexibility.

Key metrics include:

• 75% reduction in average incident resolution time
• 30% increase in customer satisfaction scores
• 40% increase in team productivity and response time

GlideFast’s implementation of the ServiceNow Mobile Agent solution revolutionized the client’s help desk operations. With faster incident resolution, enhanced mobility, and higher customer satisfaction, the solution improved efficiency and productivity across the board, meeting the client’s need for a mobile-enabled service platform.