Case Study: ServiceNow boosts IT help desk performance and cuts costs with ScreenMeet

ServiceNow boosts first call resolution by 32% with ScreenMeet

ServiceNow, a global provider of cloud-based workflow software, faced challenges with complex and inflexible legacy video and screen sharing systems for its internal IT help desk. They sought a new solution fully integrated within their ServiceNow platform and partnered with ScreenMeet to implement its Live, Remote Support, Replay, and Beam products for live, interactive support.

By embedding ScreenMeet directly into its platform, ServiceNow enabled its agents to quickly initiate video and remote control sessions. The solution delivered significant results, including a 32% increase in first call resolution and a more than 50% reduction in average case handling time, leading to substantial annual operational savings and an improved customer experience.

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