About The Client

The organization is a global leader in customer engagement and loyalty solutions, serving over 400 brands across 30 countries. As a technology solutions provider, it was seeking to enhance its customer service capabilities to deliver an exceptional experience to its enterprise customers.

Business Challenge

  • The company was using FreshService, Which wasn’t meeting many of the aspired integration

  • Difficulty in providing a seamless and personalized customer service experience to its diverse

  • The lack of integration between customer service operations and the engineering team’s Jira workflows was a significant challenge, hindering the organization’s ability to provide quick turnarounds based on valuable customer product feedback.

ZeTechno (a Saksoft Company)’s Implementations and Solutions

ZeTechno (a Saksoft Company)’s ServiceNow CSM experts worked closely with the organization to understand their pain points and business objectives and implemented the following solutions:

  • Built compelling user experience for all their customers across the globe while keeping intact all their customer legacy data. A seamless migration strategy from FreshService to ServiceNow CSM was put in place and executed.

  • Empowered the organization to offer personalized brand experiences to its customers and provide premium offerings to its preferred customers.

  • Sharing feedback on product enhancements or issues with the engineering team has been

  • streamlined to the simplicity of a single click. Now, all case details and any additional information will be automatically logged into Jira.

  • Implemented advanced assignment routing for automatic ticket assignment to appropriate agents and configured 70+ SLAs for their different customers.

  • As first-time ServiceNow users, ZeTechno (a Saksoft Company) placed strong emphasis on final product usage and user adoption during the change. A co-branded end-user training video repository was built and shared through the organization’s knowledge base for future reference.

Results

Within 4 weeks of implementation following key metrices had improved:

  • 10% Uptick :  In Meeting SLAS

  • 50% Reduction : Ticket Handling Time

  • 100% Increased ; Customer Service Experience

The organization was highly satisfied with ZeTechno (a Saksoft Company)’s expertise, professionalism, and customer-centric approach. It confidently recommended ZeTechno (a Saksoft Company) as a trusted partner for any organization seeking a hassle-free and transformative customer service solution.

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