Case Study: Delaware Department of Labor achieves 83% faster call handling with 3CLogic voice workflows for ServiceNow

How the State of Delaware achieved incredible efficiency with voice workflows for ServiceNow

The Delaware Department of Labor’s Division of Unemployment Insurance was facing a major surge in citizen demand, with call volume rising 188% while agents relied on a decentralized call center, siloed systems, and manual voicemail handling. To better serve residents and support its ServiceNow Customer Workflows environment, the agency turned to 3CLogic’s voice workflows for ServiceNow.

3CLogic implemented integrated voice workflows that added voice self-service, intelligent call routing, automation, and data consolidation within ServiceNow. The results were significant: the Delaware Department of Labor saved 650+ hours of manual work in six months, cut inbound call handle time by 83%, and increased daily call volume capacity by 6x, greatly improving both efficiency and citizen experience.

Delaware Department of Labor

Darryl Scott

Director of Division of Unemployment