Case Study: CBTS boosts self-service adoption with VividCharts

CBTS boosts self-service adoption 120% with VividCharts

CBTS, a leading technology provider serving Fortune 500 and Global 2000 companies, faced high call volume to its Service Desk as customers had no modern way to self-serve information. The challenge involved significant time spent manually pulling metrics and a lack of an easy portal for customers to get the status updates they needed. To address this, they turned to VividCharts and a ServiceNow Service Portal.

The solution involved embedding VividCharts directly into the new portal to surface live customer insights without leaving the experience. With expertise from implementation partner CloudPires, CBTS built a portal with high-level insights and detailed report pages. This resulted in a 120% increase in self-service adoption within the first three months, fewer Service Desk requests, and time reclaimed from manual reporting efforts.

CBTS