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Customer Overview
The client is a leading medical equipment manufacturer based in the US, with over 5,000 employees. The organization sought to enhance its customer service management capabilities and streamline the internal and external user interactions through a robust digital platform.
Business Challenges
The client faced several challenges including limited visibility into customer service performance, lack of multilingual support, and difficulties in integrating and automating the various service processes. Additionally, the existing support system was constrained to English language only, and there was a need to reduce the volume of support tickets and improve the service efficiency.
The Solution
Birlasoft implemented comprehensive ServiceNow platform to address the client's needs. The solution included the deployment of a self-service portal for both internal and external users, service catalog management, custom dashboards and reports, and integration with third-party applications such as Salesforce and RPA Blue Prism. The implementation also featured multilingual support across 13 languages, automated testing frameworks, and specialized workflows for life sciences including clinical and patient portals.
Value Delivered
- 1200+ catalog items in factory model
- Self-service portal catering to internal and external users
- Improved visibility on the customer service performance
- 20% reduction in Support tickets