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15 October 2024
IT Consulting Can Boost
15 October 2024
Migrating to ServiceNow Virtual Agent for a Leading U.S. Retailer
A prominent U.S.-based retail company, known for its wide product range and customer-centric approach, faced limitations with its in-house chatbot in terms of functionality, scalability, and integration. To leverage AI-powered automation and improve IT support, the client partnered with Ripton Solutions to migrate to ServiceNow’s Virtual Agent.
Our Services
Solution Implemented
We integrated various IT support systems into a single, intuitive service portal. This streamlined the user experience by providing a centralized platform for users to submit requests, track progress, and access self-service knowledge articles.
We developed a comprehensive self-service knowledge base that empowered users to troubleshoot common IT problems independently. This reduced the volume of IT support requests and accelerated incident resolution.
By leveraging ServiceNow’s capabilities, we automated the incident management process. This included intelligent ticket routing, prioritization based on impact and urgency, and automated notifications to keep users informed about their ticket status.
Key Benefits
Get In TouchResults / Benefits Perceived
The unified service portal and self-service capabilities significantly improved the user experience. Users found it easier to log incidents, track progress, and access self-help resources, resulting in increased satisfaction and productivity.
Automated incident management processes and intelligent ticket routing reduced response and resolution times. Critical incidents were escalated and addressed promptly, minimizing downtime and business disruptions.
The customer gained real-time visibility into their IT Helpdesk operations. Dashboards and reports provided insights into incident trends, service level performance, and user satisfaction, enabling proactive decision-making and continuous service improvement.
With self-service options and streamlined processes, the customer experienced a reduction in IT support requests and a more efficient allocation of resources. This led to cost savings and improved overall IT operational efficiency.
CONCLUSION
By partnering with Ripton Solutions and leveraging ServiceNow’s IT Helpdesk solution, our Nordic customer successfully overcame their primary challenge of enhancing user experience. The implementation of a unified service portal, self-service capabilities, and automated incident management processes resulted in a seamless, efficient, and user-centric IT support experience. The customer realized improved user satisfaction, faster incident resolution, enhanced visibility, and optimized IT resources, ultimately driving productivity and business growth.