Case Study: ServiceNow transforms its service desk with ScreenMeet

ServiceNow boosts first contact resolution by 32% with ScreenMeet

ServiceNow, a leading digital workflow company, sought to transform its internal service desk operations to improve efficiency and resolution times. They partnered with the vendor ScreenMeet to implement its Remote Support solution to address these challenges.

By utilizing ScreenMeet's platform, ServiceNow achieved significant and measurable improvements. The solution resulted in a 32% increase in first contact resolution and a 50% decrease in average case handling time. ScreenMeet also helped increase employee productivity by 6 minutes per support session and enabled a rapid rollout to 19,000 employees in just four hours.

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