Founded in 1949, the client is a global leader in medical technology, services, and solutions that strives to tackle some of healthcare’s greatest challenges. They have developed core technologies for implantable mechanical devices, drug and biological delivery services, and powered and advanced energy surgical instruments. Their technologies are used to treat nearly 40 medical conditions today.

Legacy tools made it very difficult for the client’s customer support agents to effectively follow standard processes or leverage the capability of current technologies. The client used SAP to manually create service records and required a great deal of ‘swivel chairing’ to navigate the legacy tools available to them. With fragmented systems and outdated process, the agents struggled daily to provide top-notch customer service. Agents lacked visibility and transparency, often having multiple screens open just to initiate a service record on a customer’s behalf. This process was extremely time-consuming and error prone. ServiceNow was introduced to automate and streamline the customer workflow to increase productivity and customer satisfaction.