Case Study: Cole, Scott & Kissane boosts IT service speed with 3CLogic and ServiceNow

Cole, Scott & Kissane cuts IT wait times by 92% with 3CLogic

Cole, Scott & Kissane (CSK), Florida's largest civil law firm, faced challenges with a fragmented IT service desk. Their voice communications were siloed from their ServiceNow ITSM platform, leading to slow service, generic call routing, and manual ticketing processes. To address this, the firm turned to vendor 3CLogic for its AI-powered voice solution.

By integrating 3CLogic's voice technology natively with ServiceNow, CSK created a unified platform. The solution automated ticket creation, provided intelligent routing, and delivered real-time caller context to technicians. This resulted in a 92% reduction in wait times, significantly less manual work, and lower operational costs, allowing the firm to support more employees without expanding its IT headcount, all achieved with 3CLogic.

Cole, Scott & Kissane (csk)