Case Study: Automic Software achieves 80% self-service incident intake and improved support productivity with ServiceNow

ServiceNow Platform Enables Engaging Responsive Experience

Automic Software, a business automation firm, needed a more engaging, responsive way for B2B customers to find answers, submit support incidents, and check case status without phone or email. The goal was a self-service portal that would enable customers to resolve common issues independently while providing visibility and timely support when needed.

Using the ServiceNow platform, Automic built an external portal with a Customer 360 app, CRM integration, knowledge management, and automated skill-based routing to a 40-person support team. The portal now handles over 80% of customer incidents, increases support productivity through self-help and intelligent case assignment, and ensures cases go to technicians with the right skills and capacity.

Automic

Ben Caffell

Sr. Product Support Manager