Helpdesk Workflow Digitization


Business Challenges

  • Complex Manual Processes

  • Intense coordination across teams

  • SOP and knowledge insights spread across platforms

  • Business KPI tracked manually

  • No insights for continuous performance improvements


Solution Approach

  • 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


Choice of platform

  • ServiceNow CSM

  • Agent Workspace for agent operations

  • Playbook to assist Agent with digitized guidance

  • Leverage issue research with Agent Assist

  • Dashboards for performance analysis


Business Benefits

  • 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