Customer Service Management in Credit Reporting

Customer Service Management in Credit Reporting

Large data analytics company and the leading provider of credit information and analysis in Australia and New Zealand

Business Issues

  • Shared Services digital transformation.
  • Legacy, generic Salesforce solution.
  • Siloed custom ServiceNow applications.
  • Lacking UX and employee engagement.
  • Cost and time pressures.
  • Needed partner with CSM expertise.

Solution

  • Certified, experienced ServiceNow consultants including Master Architect oversight.
  • Custom ServiceNow apps back to OOTB.
  • CSM rapidly deployed for high value use cases, removing reliance on Salesforce.
  • Data migration and instance hardening.
  • Worked closely with ServiceNow account team at all stages.

6 WEEKS: Implementation time per CSM use case

25%* Reduction in emails

40%* Reduction in time on phone calls

25%* Faster case handling time

25 / 5 CSAT Score

*projected metric