Increase Help Desk Customer Satisfaction Scores with Intelligent Workflows
LeeonTek
Scenario
National manufacturer did not have a centralized place to record calls and retrieve information to resolve the case.
Siloed HR functions lacked a central repository to store knowledge base articles and a standard process to create KB articles.
Solution
Leveraging the ServiceNow HR Service Delivery application the Shared service HR desk has all the tools to register and resolve calls using the ServiceNow Knowledge base articles
Track and resolve calls on the first call little time
Create and store KB article
Results
Implementing ServiceNow HR Service Delivery improved first call resolution and customer satisfaction by providing a centralized knowledge base for consistent HR information. The solution streamlined operations, reducing repetitive inquiries and supporting efficient, scalable processes.