Top Tech Solution successfully implemented ServiceNow’s end-user-facing applications, including Employee Center, Now Mobile App, and Virtual Agent, for a UK-based finance organization operating in the B2B sector. The customer faced challenges with limited self-service capabilities, ineffective mobile access, and fragmented support channels. The implementation aimed to enhance the end-user experience, increase productivity, and streamline support processes.
The customer, a finance organization, relied on manual requests and inquiries due to the absence of a comprehensive self-service platform. This resulted in inefficiencies and delays in addressing end-user needs. Additionally, their existing mobile solution did not adequately meet the needs of their on-the-go workforce, hampering productivity and engagement. Furthermore, the customer’s support channels were fragmented, causing confusion and frustration among end users.
Recognizing the importance of addressing these challenges, the implementation of ServiceNow’s end-user-facing applications became crucial for the customer. The objectives included enhancing the end-user experience, increasing productivity, and improving support efficiency.
Top Tech Solution collaborated closely with the customer’s team to understand their specific requirements, pain points, and desired outcomes. Through a detailed requirement analysis, they assessed the existing support processes and identified areas for improvement. Based on these findings, a solution design and configuration were implemented.
The Employee Center was customized to provide a seamless and intuitive self-service portal for end users. This allowed them to access self-service capabilities and raise requests efficiently. The Now Mobile App was developed and integrated, empowering the on-the-go workforce to access critical information, perform tasks, and collaborate effectively. The Virtual Agent, a centralized and intuitive support channel, was configured to enable end users to find answers to their inquiries quickly, reducing manual support interactions and increasing support efficiency.
To ensure user adoption and a smooth transition, Top Tech Solution provided comprehensive training to the customer’s end users on effectively utilizing the Employee Center, Now Mobile App, and Virtual Agent. Change management practices were implemented to promote user adoption and facilitate a seamless transition.
The implementation of ServiceNow’s end-user-facing applications resulted in several perceived benefits for the customer. The Employee Center provided a centralized and user-friendly portal, empowering end users to access self-service capabilities and raise requests efficiently. This led to an improved end-user experience and increased satisfaction.
The Now Mobile App enabled the customer’s workforce to access critical information, perform tasks, and collaborate on the go. This improved productivity, responsiveness, and engagement, catering to the needs of the on-the-go workforce.
The Virtual Agent offered a centralized and intuitive support channel, allowing end users to quickly find answers to their inquiries. This streamlined the support process, reduced manual support interactions, and increased support efficiency.
In conclusion, the successful implementation of ServiceNow’s end-user-facing applications by Top Tech Solution empowered the UK-based finance organization to enhance the end-user experience, increase productivity, and streamline support channels. The Employee Center, Now Mobile App, and Virtual Agent proved to be valuable tools in achieving these goals. This case study demonstrates the importance of ServiceNow’s end-user applications in empowering B2B organizations to deliver a seamless and intuitive experience to their end users while driving productivity and engagement.