Project overview
Our client sought to modernize B2B customer support to deliver greater efficiency and clarity. To achieve this, we implemented a modern workflow in ServiceNow. The solution allows the control room (CR) to perform triage in CSM Agent Workspace, establishing a clear distinction between customer-facing cases and back-end Incidents. As a result, the communication with customers is managed on a case, while technical teams work on a separate Incident for clear SLA management.
Client background
A provider of secure managed cloud services for organizations with high security requirements. The company’s offer, including cloud solutions, outsourcing, managed hosting, Pentesting, Red Teaming and Agile Security, supports government agencies, municipalities and financial institutions with their digital transformations.
Goals
The project’s objective was to modernize our client’s B2B customer support by replacing legacy workflows with a clear case/incident model in order to improve service quality. The focus was also on organizing service data for accurate routing and reporting, while increasing portal adoption and self-service to promote greater knowledge deflection.
