IT Provider Transforms Operations with ServiceNow CSM
10
application integrations
25%
increase in self-service usage
235+
artifacts configured
“GlideFast has transformed our operations with their expertise in ServiceNow. The streamlined processes, system integrations, and improved customer experience have significantly boosted our efficiency.”
Project Manager, Managed IT and Cybersecurity Provider
Summary
The client, a US-based Managed IT and Cybersecurity provider, partnered with GlideFast to replace autotask with ServiceNow Customer Service Management (CSM), streamlining processes and improving customer experience. Over nine months, GlideFast configured 235+ artifacts, including workflows and virtual agent for better customer interactions. The solution also included 10 integrations with service providers, enhancing operational efficiency.
Challenges in Data Management and Process Standardization
The client faced challenges with data spread across multiple tools and lacked standardized processes for procurement, incident, and resource management, severely impacting their customer experience. They turned to GlideFast for expert guidance and leadership, seeking recommendations throughout the ServiceNow implementation. The goal was to enhance the customer experience by utilizing the ServiceNow CSM module to streamline operations.
Collaborative Solution Design and Implementation
GlideFast worked closely with the client’s team to optimize their processes and configure key ServiceNow workflows, including Standard Case, User Management Case, Strategy Case, Procurement Case, Incident to Case, and various Integrations. To ensure success, GlideFast facilitated weekly process design sessions and conducted a technical session to define detailed requirements. The team also coordinated with third-party service providers for application integrations, conducted training sessions, and ran tests to resolve defects and gather feedback for ongoing enhancements.
Streamlined Operations and Enhanced Customer Experience through ServiceNow Implementation
GlideFast successfully configured over 235 artifacts, including tables, UI actions, client scripts, business roles, and workflows. They also set up the ServiceNow Virtual Agent as an intuitive intake tool, enabling customers to easily search for knowledge and submit requests via the customer portal. This implementation led to a 25% increase in self-service usage. Additionally, GlideFast integrated 10 third-party applications with ServiceNow in collaboration with the client’s service providers. As a result, the company is now operating more efficiently, with improved workflows and enhanced customer experiences, ultimately driving better overall performance.
Industry:
Service Provider
Location:
Massachusetts, United States
People:
440+ Employees
Products:
ServiceNow Customer Service Management