About The Client

A global leader in telecommunications and networking, empowers adaptive and high-performance networks for service providers, enterprises, and governments worldwide. With over a decade of experience leveraging ServiceNow, the client streamlines operations and enhances service delivery across its global footprint. Employing 7,000+ professionals in 35+ countries and generating over $3 billion in annual revenue, they are at the forefront of innovation, driving connectivity and automation in the digital age.

Business Challenge

  • User Experience Refresh: Both the end-user and agent experiences needed a comprehensive overhaul to align with evolving expectations.

  • Low Engagement: Motivation to use the self-service platform was minimal, compounded by multiple competing options both within and outside the system.

  • High Expectations and Tight Timeline: The project had a limited timeline and a justified demand for a “wow” factor in the final solution.

  • Seamless Backend Transition: The goal included adopting newer, scalable features on the platform while maintaining existing functionality without any disruptions.

  • Strategic Transformation: The change was substantial, requiring meticulous planning and flawless execution to ensure maximum impact and adoption across the organization.

Comprehensive Solution by ZeTechno (a Saksoft Company)

To address these challenges, ZeTechno (a Saksoft Company) delivered a tailored solution leveraging ServiceNow's capabilities: 

  • Revamping the End-User Experience: Using ServiceNow Employee Experience, we reimagined the user journey to create an intuitive, engaging, and “wow-worthy” self service experience, directly addressing low motivation and engagement. To ensure the platform was relevant, we provided multiple options for customers to review and choose from, ultimately focusing on showcasing what was most important to each user. This involved the creation of customized UI wireframes, widgets, and pages to tailor the experience to their specific needs.

  • Streamlining Backend Processes: Native workflows were replaced with Flow Designer wherever feasible, enabling scalable, modernized operations while ensuring existing functionality remained intact and disruption-free.

  • Transforming the Agent Experience: The Service Operations Workspace was configured and customized to enhance agent efficiency and satisfaction, addressing the demand for a superior agent experience.

  • Strategic Execution for Maximum Impact: Our meticulous planning and execution ensured a seamless transition, achieving high adoption rates across the organization within the tight timeline.

Results

  • Adoption of the new Employee Center Portal increased by 65% within the first 3 months, significantly improving self-service utilization and reducing reliance on manual support channels.

  • Customization of the Service Operations Workspace led to a 40% reduction in ticket resolution time, enabling faster responses and improved agent productivity.

  • Seamless backend modernization and workflow optimization resulted in 30% lower operational overhead and established a scalable foundation for future growth and innovation.

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