Case Study: a digital patient services platform modernizes service operations with 10Pearls and ServiceNow CSM

Digital Patient Services Platform accelerates service delivery with 10Pearls

A digital patient services platform struggled with an outdated IT service management (ITSM) system that restricted scalability and created inconsistent customer experiences. Their lack of a streamlined case management process slowed agent productivity and hindered adaptability to evolving business requirements. The vendor, 10Pearls, was engaged to address these challenges.

10Pearls enhanced the platform's service environment by implementing new ITSM features, a custom customer service management (CSM) solution, and an optimized ServiceNow Agent Workspace. This unified system improved case management, accelerated resolution times, and boosted support quality. The solution reduced manual workloads, lowered costs, and increased agent productivity, which strengthened customer satisfaction and drove retention and revenue growth for the client.