Driving Productivity in Healthcare with ServiceNow Virtual Agent

40%

85%

90%

"I have to say, I appreciate all of the extra work that you all do!"

Summary

A prominent non-profit healthcare organization sought to improve service desk operations and agent productivity by addressing inefficiencies in their ticket management process. Overwhelmed by low-priority tickets, they aimed to enhance self-service capabilities and reduce ticket volumes. We implemented ServiceNow Virtual Agent, Agent Chat, and Service Operations Workspace to automate workflows, streamline processes, and consolidate tools. With a focus on training, workshops, and quality assurance, the solution significantly reduced issue resolution times and improved user satisfaction.

Challenges in Service Desk Operations and Agent Productivity

The client faced several challenges, including a surge of low-priority tickets overwhelming the service desk, operational inefficiencies with the platform's standard interface, and a strong need for end-users to resolve issues independently to reduce the volume of lower-priority requests. Additionally, there was a clear desire to improve agent productivity and centralize all tasks within a single platform. The client aimed to enhance self-service capabilities, reduce service desk incidents, particularly for low-priority issues, and empower agents to focus on higher-priority tasks through automation and improved workflows.

Strategic Solution Implementation and Client Collaboration

To address the client’s needs, we proposed and implemented ServiceNow Virtual Agent, Agent Chat, and Service Operations Workspace as part of a comprehensive strategy. This included organizing workshops, providing training sessions, and holding regular client meetings to ensure clear communication and alignment with the client’s goals. Our approach also prioritized quality assurance, involving thorough end-to-end unit testing to ensure optimal functionality and performance. We quickly addressed any defects, ensuring smooth project progression and client satisfaction. By staying proactive and adapting to the client’s evolving requirements, we delivered quick wins and reinforced their confidence in our solution.

Key Results from ServiceNow Implementation

Our solution delivered significant improvements for the client, including:

Reduced Issue Resolution Time: Automating processes and enhancing self-service capabilities reduced incident resolution times by 40%. This improvement allowed the client’s team to address high-priority issues more quickly, significantly improving operational efficiency.
Defect Resolution Speed: Quality assurance efforts resulted in a 90% defect resolution rate within the first testing cycle, minimizing delays and ensuring a smooth project rollout.
Successful Rollout and Adoption: The solution was deployed on schedule, with over 85% employee portal adoption within the first month. Comprehensive training materials and support facilitated smooth adoption, while ongoing positive client feedback throughout each sprint validated our approach and ensured alignment with the client’s goals.

As a result of these improvements, the client is now operating more efficiently, with faster issue resolution and a more empowered service desk team. The automation and self-service capabilities have streamlined workflows, allowing agents to focus on higher-priority tasks and reducing the overall ticket volume. This has led to a more proactive approach to issue management, with the client able to respond to requests more effectively and ensure a smoother, more productive operation overall.