Customer Success Story

ServiceNow Transforms IT Help Desk Performance While Reducing Costs with ScreenMeet

Industry: Software Development
Location: Santa Clara, CA
Company Size: 10,001+ employees
Customer Since: August 2021
Results:
  • Increased first call resolution by 32%

  • Decreased average case handling time by 50%

  • Increased employee productivity by 6 minutes per session

“It was the smoothest move ever we have done with a tool,” and because session notes, screen shots, call recordings, and other information are automatically added to trouble tickets, “the biggest benefit so far has been the time savings, requiring fewer steps to get everything into the ticket for logging.”

Liran Daniel

Manager, Employee Experience Innovation

Tell us about your organization and your role

What challenges were you facing in your business that caused you to seek a new solution?

What outcomes were you really looking to achieve with a new solution?

What requirements did you have when you evaluated vendors?

What factors caused you to select ScreenMeet?

Describe the deployment process and the resources involved

How did you roll ScreenMeet out to your agents?

What training did you provide for your agents?

How has ScreenMeet improved the lives of your agents?

How do you measure the improvements that you’ve made using Screenmeet?

Why is Screenmeet on ServiceNow better than other remote support providers?

What insights have you gained by having all your logs, recordings and data in one place?

What’s next on your roadmap for working with ScreenMeet?

What advice do you have for people who are just starting down the journey you've been on?