Case Study: Veterinary Cooperation

We implemented ServiceNow’s CSM to provide a single portal experience to drive action and solve common practice requests.

Overview

Our client is a fast-growing company of over 1,400 general practice clinics, emergency hospitals, equine practices, specialty hospitals, and pet resorts. They acquire existing practices and provide all services while enabling each practice to keep its local look and feel.

The Challenge

The ServiceNow platform has lacked governance around new features and services resulting in a highly customized implementation significantly derogating the value that the platform can provide to its practices and employees
Recently NVA started providing HR services to their employees the implementation of these services on the ServiceNow platform were not user friendly and inefficient.
Maintaining and upgrading the ServiceNow Platform was inefficient and costly.
Six different user portals, poor user experience resulting in 90%+ of all interactions with Service Desk via either email or calls.

Project Highlights

50%

Reduced email and phone contact to the Service Desk volume

50%

Reduced response and resolution time

30%

Reduced manual support

60%

Improved CSAT scores

The Solution

Roadmap to reconfiguring the Platform to OOB and implementation of services and processes
Re-implmentation of OOB ITSM processes using best practices
Implement CSM to provide on omni-channel experience, focusing on 1 portal to drive action and instantly solve common practice requests
Implement HRSD catalog items and requests to provide a better employee and user experience
Drive reduction is manual tasks through standardization of processes and automation

Employee Center

Veterinary Cooperation

Implementing ServiceNow's Customer Service Management Solution

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