- Person-to-person support chats were successfully reduced by 85%.
- They were able to maintain incident volumes to the Service Desk at pre-COVID-19 levels, despite going live during lockdown, which increased demand for remote working support by approx. 20%.
- They reduced their Request fulfilment tasks to the service desk by 25% by helping employees find and select the appropriate service offering, therefore ensuring the tickets landed with the right team first time.
- Through the introduction of Virtual Agent, the organisation can now measure 100% of all feedback via the tool and use this information to iteratively develop new and better levels of support.
Access the case study here.
Five reasons ServiceNow's FSO will help you achieve banking excellence
ServiceNow’s Financial Services Operations (FSO) has been designed to create better workflows for employees and improved experiences for customers of financial organisations. We delve into the key benefits you can expect from the solution.
Ten key steps to Operational Resilience success for your enterprise
With the pressures of a global pandemic, constant adaptation of working norms and ever-evolving regulations, financial organisations are facing more disruptions to their enterprises than ever before. We take you through ten crucial steps to achieving Operational Resilience.
The Unifii team recently worked with a leading financial services organisation which had no visibility on the quality of service they were providing to internal stakeholders and external partners. They recognised the need to introduce simple, intuitive processes, find out how we helped the customer here.