Case Study: Innovative Technology Solutions

We developed a roadmap to help improve a standard processes and employee experience.

Overview

Our client helps light the way forward through times of disruption and change to meet the needs of every client with a dynamic range of technology, services and solutions for every stage of the journey—from incident to outcome.

The Challenge

Low Self-Help: Knowledge content not sonsumed by end users as its difficult to locate and search
Lack of Visibility: Users expressed frustration with notifcations lack of detailed information or receiving useless notifications
Lack of Integrated User experience: Not using existing channels to connect with users effectively (e.g., Mobile, Teams)
Difficult Navigation: Users expressed huge pain in navigating the self-service portal often resulting in phone calls or user abondonment

Project Highlights

50%

Improvement in User satisfaction

75%

Reduction in engineering costs to perform work

25%

Cost reduction through workflows and automation

The Solution

Roadmap to Improvement and Program of implementation
Increase in End User Self-Service Portal Adoption
Portal must be intuitive to end users, mirroring personal self-service experiences
Empower End User Self-Help
End Uses need to provided with Knowledge content in a consumable way to address their own needs
Reduction in End Users contact with Service Desk
Requests must be structured to enable End User to provide all necessary information, enabling routing and workflow automation

Employee Center

Innovative Technology Solutions

Improving Standard Processes and Employee Experience

Overview

The Challenge

Project Highlights

The Solution

Extraordinary Results

Creating an Engaging Experience with ServiceNow's Employee Center

Employee Center Intranet Experience

Tech Company Portal

Multinational Retailer