Curing IT inefficiency: How NMHS optimized its IT service desk performance with 3CLogic CCaaS and ServiceNow ITSM

Top challenges

1. Reduced productivity, slower service:

The absence of a unified CCaaS experience for ServiceNow led to data being scattered across multiple platforms, making it difficult to identify incoming callers and gather relevant information and insights. With limited visibility, agents were unable to quickly resolve incidents and instead forced to swivel-chair between systems, losing valuable time and slowing down service. The complex processes led to repetitive questions pertaining to who the caller was, their needs, open incidents, past visits, etc., causing frustration among both agents and patients.

2. Challenged by reactive service and inefficient deflection:

Without ServiceNow integrated contact center workflows, NHMS grappled with inefficient call experiences. With complex and siloed workflows and processes, supervisors couldn’t easily update call queues based on real-time events or triggers — such as providing automatic messaging on a major incident — leading to inefficient and outdated self-service options where more calls required live agent assistance. Consequently, the inefficient call deflection and long wait times burdened NHMS with a higher abandonment rate, where 1 in 5 employees left the call before it was resolved.

3. Limited agent performance optimization:

When auditing calls and agent performance, supervisors had to swivel-chair between platforms to obtain a full-picture view. With call metrics stored in the contact center platform and caller records and details found in ServiceNow ITSM, the process of gathering and analyzing performance data was excessively manual and time-consuming. With minimal insights, supervisors' ability to provide personalized training opportunities or update workflows based on trends or real-time triggers was limited, consequently decreasing performance, productivity, and profitability.

4. Challenged by siloed data and reporting:

Without comprehensive and streamlined reporting data for the IT service desk, the NMHS team could not provide leadership with data-driven insights and recommendations to improve its service, reduce costs, and drive business growth.

5. Data security concerns:

With healthcare data breaches drastically increasing, secure data handling and storage is a must for any healthcare organization. NMHS’s fragmented information handling across different platforms increased complexity and made it harder to ensure compliance, imposing increased changes in potential cyber security risks.

Bridging the gap between IT support and patient experiences with 3CLogic and ServiceNow

NMHS recognized that streamlining its IT service desk through a single platform could help drive more efficient operational processes, upskill its agents, and deliver greater employee engagement while reducing costs. The organization strategically implemented 3CLogic’s contact center solution for ServiceNow ITSM to create a unified platform connecting front-office interaction with back-office workflows.

The 3CLogic-ServiceNow Better Together solution empowered the NMHS service desk with quick access to all relevant information through a single workspace, providing an effortless 360-degree view of employee data and contact center performance.

Agents now have the insights they need to quickly identify incoming callers and correlated incidents to answer questions at first resolution. At the same time, supervisors are empowered with the metrics and data required to swiftly identify bottlenecks, update workflows, provide agent training, and optimize resource allocation across tasks, processes, and teams.

With 3CLogic and ServiceNow, NMHS has a scalable solution that enables the IT service desk to handle increased call volumes without compromising speed, quality, or employee satisfaction.

Benefits of 3CLogic and ServiceNow

Empowered with a range of integrated contact center capabilities for ServiceNow ITSM, NMHS has been able to efficiently improve its IT service desk performance, productivity, and personalization. The added benefits of the integrated ServiceNow CCaaS solution drive increased service speed and quality while reducing costs.

1. Improved efficiency, personalization, and service speed:

With 3CLogic’s voice and SMS capabilities integrated with ServiceNow ITSM, caller data and information automatically pop into the agent's screen to provide in-the-moment insights about who a caller is, their needs, and historical incidents to drive better, faster, and more personalized interactions. By eliminating repetitive questions and cross-platform searches, the NMHS team can focus their time on assisting more callers in less time, speeding up service while improving quality and satisfaction. Because of the increased speed of service, the IT service desk decreased abandonment rates by 56%.

2. Reactive rather than proactive service:

Thanks to 3CLogic and ServiceNow, NMHS is enjoying a seamless connection between front-office engagements and back-office workflows, empowering its IT service desk with a full-picture view of who a caller is and what they need, effortlessly enabling better call deflection. With ServiceNow-integrated contact center workflows, incoming employees are automatically routed to self-service or preferred live agents based on identified needs, historical records, and real-time triggers or events. With a simple drag-and-drop design, supervisors can quickly update voice workflows to incorporate new messages for major incidents, ensuring live agent queues are not overwhelmed. With the added benefit of automatic incident creation, live agents can swiftly follow up with callers if and when needed. The new and improved processes enable the team to provide more proactive service, enabling faster, quality service while reducing wait times and operational costs.

3. Effortless performance optimization:

Empowered with contact center metrics and KPIs, integrated with ServiceNow ITSM, NMHS’s supervisors can quickly understand agents' strengths and areas of improvement to assist with personalized training opportunities. The improved performance insights also enable supervisors to utilize agents for tasks and interactions where they are known to perform the best. Even though NMHS has a smaller team than before, they implemented 3CLogic’s contact center for ServiceNow, and the IT service desk can handle more calls with ease thanks to its improved resource allocation, performance, and productivity.

4. Unified CCaaS reporting for ServiceNow:

By replacing the cumbersome process of gathering and analyzing data across platforms with streamlined contact center data for ServiceNow and automatically integrating detailed contact center insights with existing dashboards and reports, NMHS is empowered with a comprehensive and complete view of its IT service desk data and insights, enabling more data-driven decisions for optimized efficiency, productivity, and performance. For example, one of the many benefits experienced is the renowned ability to adjust staffing hours based on call volume fluctuations, ensuring better resource allocation and lower operational costs.

5. Data security:

With all data stored within a single unified CCaaS solution for ServiceNow, the risks for data breaches and loss of information are effectively reduced. Duplicative data stored across multiple systems is eliminated, lowering the possibility of hackers accessing sensitive personal data.