Case Study: a leading global software company achieves 90% higher agent efficiency with KANINI ServiceNow CSM

Streamlined Customer Service Workflows using ServiceNow CSM

The client, a leading global software company, faced significant challenges in its customer service operations, including fragmented workflows, limited communication touchpoints, and information silos that hindered efficient issue resolution. To address these issues, they partnered with vendor KANINI to implement a solution using the ServiceNow Customer Service Management (CSM) Pro product.

KANINI implemented ServiceNow CSM Pro, delivering an omnichannel service platform with a self-service portal and chatbot, integrated knowledge management, and seamless integration with existing systems. This solution provided agents with a unified workspace and gave customers new ways to get help. The implementation by KANINI resulted in a 90% increase in agent efficiency, a customer satisfaction score of 4.5 out of 5, and a significant reduction in ticket volume.