ServiceNow ITSM

The Business Challenge

Our client is a leading global manufacturer, marketer, and distributor of high-performance coatings systems. The client faced challenges with manual incident handling processes, ticket creation, and manual approvals, leading to delays, errors, and low customer satisfaction.

The Solution

  • Implemented ServiceNow ITSM solution for the client.
  • Defined and configured SLAs to ensure IT services meet the organization’s needs.
  • Implemented chat functionality to enable IT support staff to provide real-time support.

The Benefit

  • Improved customer satisfaction due to quick issue resolution.
  • Reduced Time-to-close as tracking and managing tickets became efficient.
  • Increased First-Time-Fix rate leading to fewer follow-up requests.

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