Case Study: MediaKind boosts efficiency and customer experience with Jade Global’s ServiceNow ITSM solution

MediaKind reduces ticket count and boosts CX with Jade Global

Jade Global partnered with MediaKind, a provider of end-to-end video delivery solutions, to address significant IT service management challenges. MediaKind faced issues including a lack of ITIL standards, complex customizations, an unresponsive support system, and a general lack of confidence in their existing tool. They were hesitant to move from their familiar system and needed to meet stringent timelines for deployment.

To solve this, Jade Global conducted intensive stakeholder sync-ups and re-implemented multiple features to improve performance. They revamped both internal and external self-service portals and streamlined the incident form to enhance the user experience. The solution delivered by Jade Global resulted in optimized processes, improved system performance, and a reduced ticket count, which helped gain customer confidence. The project also achieved greater automation, less manual work for technicians, and an accurate emergency incident management process.

MediaKind