Case Study: Solugenix reduces cost and complexity with 3CLogic for ServiceNow

How Solugenix reduced cost and complexity with ServiceNow® voice workflows

Solugenix, an IT services and consulting company, relied on ServiceNow to support its service desk but was held back by manual processes, siloed channels, limited reporting, and an inflexible on-prem telephony system. As a result, the team struggled with efficiency, scalability, and internal visibility into customer and employee support interactions. 3CLogic helped address these challenges by enhancing Solugenix’s existing ServiceNow investment with voice workflows.

3CLogic implemented voice self-service, intelligent call routing, automated case/ticket creation, and SMS capabilities within ServiceNow to create a more streamlined omnichannel support experience. The results included a 6,000-minute reduction in monthly talk time, a 20% redirection of password reset requests via SMS, a 78% reduction in vendor escalation response time, 4 minutes saved per incident, and 45,000 fewer emails in the first 12 months.

Solugenix

Chris Antonelli

VP of Customer Experience & Support Services