ServiceNow

Enhancing internal systems with CAI

CAI offers a global insurance provider professional aid for optimizing its ServiceNow platform.

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CAI implements ServiceNow® offerings to maximize outputs for insurance provider

Challenge

A global provider of insurance products, including property and casualty, accident and health, reinsurance, and life insurance, needed help supporting its ServiceNow platform goals and initiatives. Specifically, the IT organization wanted to develop status notifications for employees ordering hardware like laptops or cell phones from the company’s online catalog to elevate user interactions from an out-of-the-box standard to a more robust and Amazon-like customer experience.

The IT group wanted to create status notifications that communicated the intended value of the self-service options and were simple and easy to understand. Improving the status notifications was an important part of improving the self-service tools to help drive down the number of contacts at the service desk and save money.

Solution

The company reached out to CAI to provide professional development resources to aid in its ServiceNow platform goals and initiatives. CAI developers, in conjunction with translation services provided by bilingual service desk resources, provided a cutting-edge professional and dynamic design for ServiceNow status notifications. These notifications not only look great, but the design allows employees to more clearly review the status notification content, feel fully informed of their request status, and respond as needed.

Benefits

The company’s new solution generates notifications from its hardware order catalog. When an employee orders multiple items, they receive notifications for the status of each item. If an item is rejected, the notification reflects the new status and any corresponding change. Comments related to the request are clearly itemized and employees can click a button to see the ticket details.

Because the process is self-service, employees can place an order when the time suits them without tying up other resources. Behind the scenes, workflows exist to send approval requests to managers and directors who then can review their approvals in a list within the tool or individually in an email.

The company now has a professional interface in five different languages, including English, Spanish, French Canadian, Portuguese, and Japanese, with plans to scale the solution across the platform.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company and product names may be trademarks of the respective companies.

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