Maximizing service outcomes: How Kyocera streamlined its service desk with 3CLogic
Company
Kyocera
Industry
IT Services & Consulting
Challenge
Disconnected systems led to complex, manual processes, limited visibility, and slower, less personalized customer service.
Solution
Connect the front-office to the back-office to streamline engagements and workflows, improving performance, productivity, and CX satisfaction
Company Quote
We are very pleased with our 3CLogic partnership. They delivered what was promised, on time and on budget. Their solutions are aiding us in our commitment to be the easiest company to do business with.
Kyocera Document Solutions America, a subsidiary of Kyocera Corporation, is a top 100 global innovator serving its international customers with a wide range of offerings, including office technology, software solutions, commercial printing technology, and ICT services.
Committed to providing innovative quality solutions and customer service through its network of 450+ dealers and 10 direct sales subsidiaries serving the United States as well as sales companies in Canada, Mexico, Chili, and Brazil, Kyocera recognized an opportunity to take their already excellent customer support to the next level by modernizing their existing customer service tech-stack.
By replacing its disconnected, legacy unified communications (US) system with an intelligent CX platform, bringing together front-office engagements with ServiceNow Customer Service Management back-office workflows, Kyocera realized they could eliminate manual work and complex processes for its customer service team, allowing them to focus more on the customer experience.
In addition to the complex manual processes from managing multiple systems, Kyocera grappled with limited visibility into crucial KPIs and metrics (such as call wait times, resolution times, etc.), increasing the difficulty of optimizing performance, productivity, and taking customer satisfaction to the next level.
“We had so many individual systems trying to talk to one another that if you made changes to one, suddenly, it didn’t want to play nice with all the others. So, having everything centralized in one system like this really makes a big difference.”
Greg Warhol, Senior Product Support Specialist at the Technical Support Center, Kyocera
To better service its markets, Kyocera sought to create an omnichannel CX platform for its service desk operations. With its existing investment in ServiceNow CSM, the organization strategically decided to centralize its service desk operations around its case management platform. 3CLogic was selected to displace the legacy UC system with its integrated AI-powered contact center solution for ServiceNow to streamline workflows, engagements, and reporting through a single platform.
Kyocera's story
Grappling with disparate service systems and limited reporting capabilities
Before implementing 3CLogic’s contact center solution for ServiceNow CSM, Kyocera leveraged a unified communications (UC) solution for customer engagements, while ServiceNow CSM was leveraged for ticketing and record keeping. With cases and customer records stored in one system and interactions handled through another, the team was forced to swivel-chair between platforms to access relevant information. The complex processes increased agent workloads and the difficulty for supervisors in making data-driven decisions to optimize workflows, improve call deflection, and provide personalized coaching and training.
“One of our commitments to our customers is to be the easiest company to work with — it’s one of our mission statements — and in order to be an easy company to work with from the customers' standpoint, we have to have internal processes and systems that support the operation and make it easy to work. If you can work easily internally, you can be an easy company to work with externally.”
Darin Fiorendino, Director of Customer Operations, Kyocera
Top Challenges
Top challenges
1. Lack of customer personalization:
Without a seamless integration between ServiceNow and its UC solution, Kyocera experienced challenges identifying incoming callers and connecting them to open cases. A caller's case couldn’t be identified unless the caller had their case number memorized, decreasing personalization, service speed, and satisfaction.
“Customers used to write down case numbers on a piece of paper, which gets tossed to the side and forgotten. If they didn’t have the case number when calling back, there used to be no way to know what ticket they were calling about.”
David Vitiello, Supervisor of the Technical Support Center (TSC), Kyocera
2. Limited self-service capabilities:
With 60% of customers preferring to leverage self-service for simple issues, using separate, disconnected systems make it challenging to meet market expectations. When a self-service solution doesn’t have access to relevant data, such as being connected to the ServiceNow CSM platform, customer questions cannot efficiently be answered. Consequently, Kyocera’s agents were forced to handle everything from simple to complex requests, increasing wait times, and costs.
3. Manual and complex workflow updates:
Kyocera grappled with complex and manual processes for recording and uploading audio messages to its contact center workflows. Minor edits required entire recordings to be re-created, consequently limiting Kyocera’s ability to provide its customers with relevant and timely information based on real-time events and triggers.
4. Lack of reporting and insights:
Challenged by limited reporting visibility and metrics scattered across systems, Kyocera experienced difficulties analyzing performance and productivity. Without clear insight into wait times, response times, agent availability, etc., the organization had limited opportunity to improve and enhance everything from workflows and processes to agent training and coaching, making it difficult to improve service efficiency and decrease operational costs.
The Solution
The value of integrating 3CLogic’s contact center capabilities with ServiceNow
With a commitment to outstanding customer experiences, Kyocera Document Solutions strategically implemented 3CLogic’s contact center solution for ServiceNow CSM to provide an improved customer experience. The ServiceNow-integrated contact center capabilities, including dynamic IVR workflows, voice self-service, computer telephony integrations (CTI), text-to-speech and speech-to-text, and automatic voicemail transcription, empowered Kyocera with an intelligent CX platform, encompassing everything from for customer records and cases to interactions and reporting, to effectively improve productivity and customer satisfaction
“With 3C being integrated into ServiceNow, it’s been way above what we had as far as information that was readily available to us. When the calls come in, all the call information itself is automatically added to the individual tickets, so it’s really easy to see where the call came from. We have instant access to the call recording if we need to go back and review something. When the voicemails come in now, they automatically generate tickets within ServiceNow.”
Greg Warhol, Senior Product Support Specialist at the Technical Support Center, Kyocera
The Results
Benefits of 3CLogic and ServiceNow
1. Streamlined service and decreased wait times:
With 3CLogic’s integrated CTI and screen pops for ServiceNow, Kyocera has all relevant caller information readily available within one single agent workspace. This eliminates the need to search across platforms for information or ask repetitive customer questions, as all data is immediately popped into the agent’s screen and readily available within the ServiceNow workspace. As a result of the streamlined process and increased service speed, Kyocera has successfully decreased its call wait times by 50%.
2. Personalized and convenient customer experiences:
With the power of 3CLogic’s intelligent contact center workflows for ServiceNow, Kyocera can automatically identify and associate any incoming caller with their corresponding ServiceNow record and open cases or auto-create new tickets leveraging real-time interaction data. The process enables more personalized and convenient customer experiences through self-service and live agent interactions, effectively avoiding standardized or repetitive questions to speed up service while ensuring each customer feels uniquely cared for.
“When the calls come in, all the call information itself is automatically added to the individual tickets, so it’s really easy to see where the call came from.”
Greg Warhol, Senior Product Support Specialist at the Technical Support Center, Kyocera
3. Real-time updates for proactive service:
With 3CLogic’s ServiceNow-integrated dynamic workflows and text-to-speech capabilities, Kyocera’s team no longer needs to manually create audio messages for its call flows. Instead, Kyocera can create dynamic call workflows that pull data from ServiceNow fields to inform customers about the latest details, insights, and updates on their cases. The simple drag-and-drop interface empowers supervisors to make instant and on-the-fly changes without developer assistance, driving more proactive customer service.
4. Decreased manual work requirements:
To enable comprehensive and consistent call center reporting while saving valuable supervisor time, Kyocera invested in 3CLogic’s automated call recording and transcription capabilities for ServiceNow. With every call consistently audited and comprehensive call insights delivered to existing ServiceNow reports and dashboards, supervisors are empowered with in-depth knowledge of customer service trends, needs, and performance. With less tedious manual work and more time to analyze results and improve performance, Kyocera’s supervisors could quickly optimize workflows and training opportunities to boost efficiencies and outcomes.
“With the ticketing, you got an instant link to the audio, and, also, the transcription is fantastic. You can just read the transcription; you don’t have to download the file and listen to it. It’s right there. It’s a great tool.”
David Vitiello, Supervisor of the Technical Support Center (TSC), Kyocera
5. Comprehensive reporting and streamlined insights:
With contact center KPIs and metrics integrated with existing ServiceNow dashboards and wallboards, Kyocera can leverage comprehensive and real-time insights into wait times, call queues, agent availability, and more to proactively optimize performance and processes to decrease costs and improve the customer experience.
“The metrics and reporting, in regards to the 3CLogic implementations, have allowed us to better analyze and understand where we are. This is a very important step for us.”
Vadim Shagalov, Senior Project Manager, Business Transformation, Kyocera
6. 3CLogic’s ServiceNow-certified expertise:
3CLogic offers ServiceNow-certified, in-house expertise to all its customers, assisting with any type of questions or processes to maximize ServiceNow ROI. 3CLogic’s 24/7 available global support provides Kyocera with the comfort of knowing expert advice is always available if and when needed.
“When dealing with an emergency situation, we want to have partners that value and prioritize the customer experience the same way we do. We have that type of support and partnership with 3CLogic.”
Darin Fiorendino, Director of Customer Operations, Kyocera
The Future
Preparing for what’s next with 3CLogic & ServiceNow
The impact of 3CLogic’s AI-powered contact center solution, as well as the vendor's ServiceNow-certified support team, has already provided significant improvements to Kyocera’s customer service operations. As a leader in innovation and technology, Kyocera remains committed to enhancing and optimizing its digital transformation strategy and is actively exploring how to further evolve and improve service and support.
Capabilities, including GenAI, Conversational AI, and AI-powered speech analytics, are repeatedly considered by market leaders to effortlessly and efficiently reduce manual work requirements and improve experiences for both employees and customers.
“We are very pleased with our 3CLogic partnership. They delivered what was promised, on time and on budget. Their solutions are aiding us in our commitment to be the easiest company to do business with.”
Frank Zupa, Senior Vice President Operations, Kyocera
What's in it for you?
Create automated and enhanced service experiences for your organization
Eager to discover the power of 3CLogic for ServiceNow? Get in contact with a ServiceNow-certified expert today to see 3CLogic’s ServiceNow-native AI and contact center capabilities in action.
Explore our case studies
Read about our customer stories and learn how 3CLogic helped them grow.
