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Case Study

ADVANCE Improved Mobile Service Delivery and Reduced Agent Resolution Time for a Global Financial Giant

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Home Case Study ADVANCE Improved Mobile Service Delivery and Reduced Agent Resolution Time for a Global Financial Giant

Our client, a global financial giant enterprise, currently utilizes the ServiceNow ITSM platform. However, they strived for a more streamlined and mobile-centric experience for their field agents. The existing ServiceNow Classic application presented limitations that hindered operational efficiency, such as:

  • Restricted User Interface: The Classic interface hindered on-the-go approvals due to its complexity.
  • Restricted Agent Actions: Agents were limited in viewing incident details and lacked the ability to take necessary action.
  • Absence of Mobile Features: Classic interface lacked push notifications and a mobile-friendly design, hindering field operations.
  • Customization Requirements: The client desired a solution tailored to their specific needs, including custom branding, UI design, and category structures.

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