3CLogic to transform customer service at one of the UK’s largest IT providers in collaboration with ServiceNow with advanced AI and contact centre solutions for the Customer Service Management (CSM) offering.
ROCKVILLE, Maryland, July 11, 2024 /PRNewswire/ — 3CLogiqueServiceNow®, the leading artificial intelligence and contact center solution for ServiceNow®, today announced that it has been selected by one of the UK’s leading managed service providers (MSPs) of enterprise software and IT services. This strategic decision is based on the organization’s desire to streamline the connection between back-office workflows and front-office engagements to enable a single, unified experience and improve operational efficiency.
Relying on multiple disparate systems, the organization struggled to reconcile data and processes across its 15,000+ customers across industries including healthcare, social services, government, manufacturing, retail, and higher education. The overall complexity of its technology stack reduced its ability to easily implement tailored services, including tens of millions of annual inbound calls, for its diverse customer base, while creating additional manual work and operating costs.
“It’s a common challenge for large companies,” explains Matt DurkinVice President of Global Sales at 3CLogic. “As a result, many are looking to adopt strategies that will help them reduce the number of platforms and technologies they need to deliver day-to-day services to optimize the customer experience, but with less effort.”
With ServiceNow’s IT Service Management (ITSM) already successfully leveraged internally by its IT help desk, the decision was made to adopt ServiceNow’s Customer Service Management (CSM) offering in combination with 3CLogic’s ServiceNow-centric AI and contact center solutions to streamline end-to-end workflow between back-office and front-office operations. By replacing its current CRM, Salesforce, and existing contact center vendor, the organization expects to improve self-service with conversational AI, improve agent productivity, reduce call handling times by up to 70%, and gain key AI-driven analytics to enable real-time insights at scale.
“We help global organizations leverage their existing ServiceNow investment to deliver maximum value and return without introducing redundant functionality. The approach brings together contact center and back-office operations into a single, unified workspace for agents and administration, purpose-built to make work easier, more efficient, and service delivery faster,” says Matt DurkinVice President of Global Sales at 3CLogic.
3CLogic’s unique approach to customer and employee engagement is increasingly in demand globally, resulting in several new internationally recognized partnerships, including a leading IT infrastructure companyA major European rail operatorA international airportand one global B2B travel platformThe organization will present its latest features and benefits for its ServiceNow IT Service Management, Customer Workflow, HR service deliveryand native Source-to-Pay offerings at upcoming ServiceNow Summits in Atlanta, Georgia, on August 23, 2024And Chicago, Illinoison October 10, 2024.
For more information please contact info@3clogic.com.
About 3CLogic
3CLogic transforms the customer and employee experience with its industry-leading cloud contact center and AI capabilities, purpose-built to enhance today’s leading customer relationship management and service platforms. Available globally and powered by the world’s leading brands, its solutions enable businesses with innovative capabilities such as intelligent self-service, generative and conversational AI, agent automation and coaching, and AI-driven sentiment analysis—all designed to reduce operational costs, maximize ROI, and optimize every interaction between IT, customer support, sales, and HR teams. For more information, please visit www.3clogic.com.
SOURCE 3CLogic
