Transforming an IT provider’s B2B customer support with a ServiceNow Incident Model
Overview
Industry
Location
Software and IT services
Netherlands
Technology Used
Azure AD SSO
ServiceNow (ITSM/Change)
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.
Results
Improved customer experience
Portal adoption increased from 24% to 46%, which directly contributed to a rise in the average CSAT scorefrom 4.2 to 4.5 out of 5.
Increased self-service
The project empowered both customers and agents. Knowledge deflection rose from 5% to 12%, while the team’s first contact resolution (FCR) rate jumped from 38% to 47%.
Greater operational efficiency
The average reassignment rate dropped from 1.8 to 1.45, and the median MTTR for P3 incidents was reduced from 22 to 18 hours.
Stronger process & governance
Better process control led to a 48% increase in parent/child linkage and a rise in SLA attainment from 82% to 88%.
Enhanced automation
Process automation for tasks and requests tripled, climbing from 7% to 21%, leading to increased speed and reduced manual effort.
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