ServiceNow Transforms IT Help Desk Performance with ScreenMeet

ServiceNow provides cloud-based workflow and process automation software for businesses worldwide and has over 150 technical support agents providing internal help desk support to their 19,000 employee. The several legacy video and screen sharing systems they had been using proved too complex and inflexible for the agents and customers to use. They needed a solution that would allow their 19,000 employees to have the live video interaction and screen sharing capabilities they required, and that was fully integrated within ServiceNow. 

They began looking for alternatives and recognized that ScreenMeet was the solution they needed.

Since implementing ScreenMeet in the summer of 2021, ServiceNow has experienced:

• Increased first call resolution by 32%
• Decreased average case handling time by more than 50%
• Increased employee productivity by over 6 minutes per session
• Positive, measurable financial results from the implementation of ScreenMeet with ServiceNow ITSM with significant operational savings per year
• Improved overall customer experience and satisfaction
  

Read the whole story with this case study, and watch the full case study webinar here.