Complex Manual Processes

Intense coordination across teams

SOP and knowledge insights spread across platforms

Business KPI tracked manually

No insights for continuous performance improvements

Maximize OOTB for scalability & operations

Configure Agent Workspace to improve agent experience & efficiency

Build Playbooks to digitize SOP

Configure business rules to capture data consistently and drive SLA

Build reports to track business KPI

ServiceNow CSM

Agent Workspace for agent operations

Playbook to assist Agent with digitized guidance

Leverage issue research with Agent Assist

Dashboards for performance analysis

Digitized guidance for case resolution will lead to quicker resolution

Improved (automated) trackability and traceability

Faster analysis of performance/ Root cause due to dashboard with drill down

Improve customer experience & subscription renewals