- Company
- Cole, Scott & Kissane (CSK)
- Industry
- Legal Services
- Challenge
- Fragmented Systems, Slower Service
- Solution
- Intelligent Voice + ITSM Integration
Company Quote
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We're getting more done, faster, with the same or fewer people. And we’re not paying more than we did for our old system.
Jason Thomas
CIO
Key Metrics
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🚀 92% Reduction in Wait Time
Wait times dropped from 1–2 minutes to just 10 seconds, thanks to real-time context and routing.
🤖 Reduced Manual Work
Tickets are automatically generated based on the call, with relevant data pulled directly into ServiceNow. Technicians can focus on resolving issues, not entering data.
💸 Lower Operational Costs
With faster resolution times and fewer manual processes, CSK supports more employees without expanding headcount.
Overview
Cole, Scott & Kissane (CSK) is Florida’s largest civil law firm, with 12 offices, over 580 attorneys, and 1,200+ employees. With a strong reputation for speed, precision, and white-glove client service, CSK depends on its internal IT team to keep operations running smoothly.
To maintain high service standards across such a large, distributed organization, CSK made a strategic decision: unify voice and digital workflows through a single platform. By integrating 3CLogic’s AI-powered voice solution with ServiceNow ITSM, the firm drastically improved service speed, operational efficiency, and employee experience.
“We’re known for our attention to detail and fast turnaround. For us, IT efficiency directly impacts how quickly we can serve our clients.”
The Challenge: Fragmented Systems, Slower Service
Despite recent investments in ServiceNow ITSM, CSK’s contact center remained siloed. Voice interactions ran through a standalone system, disconnected from ServiceNow.
The result:
- Limited caller context: Agents had to manually search for caller details, open tickets, and employee history during live calls.
- Generic call routing: All employees were routed to the first available technician — regardless of location, status, or prior interactions.
- Manual ticketing: After each call, agents had to manually enter notes, create tickets, and document resolution steps.
- Inefficient reporting: Supervisors spent time compiling data across systems instead of optimizing processes or coaching teams.
These issues slowed resolution times, reduced personalization, and increased the risk of documentation errors — all while driving up costs.
“We wanted to move away from ‘first available agent’ to ‘first local agent.’ That alone changed the quality of support we were delivering.”
The Solution: Intelligent Voice + ITSM Integration
To address these challenges, CSK deployed 3CLogic’s native voice solution for ServiceNow, creating a unified, intelligent IT service desk. The result was a fully integrated platform for managing voice, SMS, and digital requests — without ever leaving ServiceNow.
Key capabilities introduced:
- Intelligent call routing based on caller location, VIP status, and technician expertise
- Automatic ticket creation tied to each call interaction
- Real-time screen pops providing caller context, open tickets, and history
- Custom IVR flows that can be updated without code to reflect outages or business changes
- Integrated reporting across voice and ITSM metrics in a single dashboard
Benefits of 3CLogic and ServiceNow
🚀 92% Reduction in Wait Times
Wait times dropped from 1–2 minutes to just 10 seconds, thanks to real-time context and routing.
“The technician has everything they need as soon as they pick up. That’s been a huge time saver for both sides."
📍 Localized, Personalized Support
Technicians are now matched with employees from their own office, speeding up resolution and increasing familiarity.
"There’s a relationship there already. They know the office, the people, even the recurring issues. That makes a difference."
⚡ Faster, Automated Outage Handling
CSK can now proactively update IVR menus during outages. If an employee calls during an incident, they receive tailored updates, and a child ticket is logged automatically—no live agent required.
🤖 Reduced Manual Work Through Automation
Tickets are automatically generated based on the call, with relevant data pulled directly into ServiceNow. Technicians can focus on resolving issues, not entering data.
📊 Stronger Performance Visibility
Supervisors now access unified reports within ServiceNow, tracking call volume, response times, agent performance, and satisfaction metrics.
“It’s easy to track and report on anything. If there’s an issue, we can pinpoint it in minutes.”
💸 Lower Operational Costs
With faster resolution times and fewer manual processes, CSK supports more employees without expanding headcount.
"We're getting more done, faster, with the same or fewer people. And we’re not paying more than we did for our old system."
Looking Ahead: AI-Driven IT Service Innovation
With a modern contact center foundation in place, CSK is now exploring the next evolution of service — powered by AI:
- Speech analytics to uncover coaching opportunities and identify call patterns
- Real-time sentiment detection to de-escalate issues proactively
- AI-driven call summarization to reduce documentation workload
- In-call agent guidance to help technicians navigate complex or sensitive interactions
“Being able to detect frustration, adjust how we respond, and deliver feedback in the moment—those capabilities will elevate our service even further.”
A Blueprint for Service Excellence
CSK’s story shows how integrating 3CLogic with ServiceNow creates a powerful foundation for modern IT service delivery. By eliminating silos, automating routine work, and delivering faster, more personalized support, the firm has future-proofed its IT operations—while reducing costs and improving employee satisfaction.
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