Case Study: Largest Technical Organization achieves global remote support efficiency with ScreenMeet

ScreenMeet’s Cloud-Based Enterprise Remote Support Solution Integrates with Salesforce and ServiceNow to Modernize World’s Largest Technical Support Organization

Largest Technical Organization, a global enterprise serving customers in more than 180 countries, needed to modernize its newly merged technical support operation. With remote support centers in 25 countries and 10 languages, the company wanted to replace fragmented on-premise tools and inefficient processes with a cloud-based approach that could scale globally and integrate with its new Salesforce CRM and ServiceNow ITSM environment. ScreenMeet provided the enterprise remote support solution.

ScreenMeet implemented a cloud-native, web-based remote support platform integrated with Salesforce for external customer support and ServiceNow for internal IT help desk sessions. The solution improved speed and ease of support sessions, reduced clicks for agents, and captured session data back into the CRM/ITSM systems for reporting and analytics. The result was lower mean time to resolution, higher CSAT and NPS, and operational savings of millions of dollars per year.