Case Study: ServiceNow achieves faster help desk response and improved car-buying experiences with Unisys managed ITSM support

ServiceNow - Customer Case Study

ServiceNow wanted to maintain its leading market share and strengthen its position as a digital leader for new and used car sales. To support more than 20,000 employees across hundreds of dealerships in multiple U.S. states, the company needed a better way to deliver fast, reliable internal support and improve the overall experience for employees and dealers.

Unisys implemented a managed service for the ITSM ServiceNow solution in the cloud, along with 24x7x365 internal help desk support handling more than 12,000 calls per month. The result was an enhanced employee and dealer experience, improved service to car buyers through faster issue resolution, and a major reduction in average queue time to reach a help desk agent—from 30-60 minutes to under 40 seconds.

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