Case Study: American multinational corporation headquartered in Marysville, Ohio achieves better response times and higher sales with NEORIS

American multinational corporation headquartered in Marysville, Ohio boosts first call resolution to 95% with NEORIS

The customer, an American multinational corporation headquartered in Marysville, Ohio, faced a challenge in improving its customer service response times across its operations in North America and Europe. Its reactive help desk had low resolution rates and KPIs were below expectations, impacting user satisfaction. The company engaged NEORIS to enhance its ServiceNow platform and set up a new omnichannel Level 1 service desk capable of handling requests in English, French, and Spanish.

NEORIS implemented a solution that modernized the customer's ServiceNow platform and established a multilingual service desk. This resulted in a 95% first call resolution rate and a user satisfaction score of 4.5 out of 5, with all KPIs exceeding targets by 2%. The project achieved significant TCO savings, improved the perception of the IT department, and directly contributed to more sales by improving the agility of the service desk.