Customer Success Story

OTPP Improves Member Service & First Call Resolution with ServiceNow ITSM and ScreenMeet

Industry: Financial Services
Location: Toronto, Ontario
Company Size: 1,001-5,000 employees
Customer Since: 2020
Results:
  • Increased first contact resolution by 10%

  • Decreased case reopen rates by 25%

  • Decreased average case handling time by 25%

“We now have the ability to connect to anybody as if we were there face-to-face to help support them. We’re able to help support machines outside of our domain altogether and get people up and running in a shorter period of time. Without ScreenMeet, I don’t know how simple this would have been for us.”

Waqas Mahmud

Senior Manager, Teachers’ Support & Services

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?

How did you make the business case for moving forward with ScreenMeet?

How has ScreenMeet improved the lives of your agents?

How have you gained efficiency and reduced cost?

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

What security concerns did you address when implementing ScreenMeet?

What has the feedback been from your employees who get support from the help desk?

What does the future of work look like for your organization?