Case Study: Second Harvest Heartland improves citizen support with 3CLogic and ServiceNow

Second Harvest Heartland puts its neighbors first

Second Harvest Heartland, a nonprofit hunger relief organization, needed to meet rising demand for citizen support while keeping costs low on a limited budget. Its call center was overwhelmed by high volumes, manual triage of voicemail and email, and slow response times that could stretch up to two months. To improve service, the organization turned to 3CLogic and ServiceNow, including ServiceNow Customer Service Management and Public Sector Digital Services.

With 3CLogic’s cloud contact center integration and ServiceNow automation, Second Harvest Heartland centralized inquiries, streamlined workflows, and gave agents a single view of each neighbor’s history and needs. The results were significant: the team began handling nearly 2,000 calls in the first month, supported more than 8,000 neighbors by month three, and improved call-backs by 74%. 3CLogic helped reduce manual work, speed up SNAP application processing, and enable faster, more informed, and more compassionate support.

Second Harvest Heartland