CAI Service Desk empowers client to boost employee experience
With the formation of a new company came the opportunity to create a service desk that empowers employees to do their job.
One of world's largest animal health pharmaceuticals began as a subsidiary of its parent company and spun off to become a $7.8 billion “startup.” Today it sells products in more than 100 countries and employs more than 12,000 professionals around the world.
Upon becoming an independent company, it needed to quickly stand up its own processes, infrastructure, and tools. Company leaders knew that a new service desk model would bolster its reputation and increase productivity.
"The CAI team is great to work with. We had a lot of challenges in our environment and CAI was very professional and patient. They never wavered at times when many vendors would."
The company turned to CAI to put in place a customer-centric, “high touch” service desk solution with one main goal: to make employees happy.
CAI implemented ServiceNow® technology to support the company’s new IT Service Management (ITSM) process design, including incident, problem, change, and configuration management. In addition, CAI developed several custom applications and implemented numerous integrations to give the company seamless control of its new infrastructure.
By tightly integrating with the company’s ServiceNow platform, the service desk created its own feedback channels to feed business intelligence back to IT management. This way, the company could target customer experience opportunities and build the relationship it wanted between IT and the end-user community.
Today, employees give a 98% customer satisfaction rate to the service desk by saying they are satisfied and very satisfied with the services received.
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