A unified ITSM platform improves Customer Satisfaction Score (CSAT) by 76% for a leading gold producer

Client

The client is a US-based gold, silver, copper, lead and zinc producer with a global pipeline of high-quality development and exploration assets. They have expertise in project construction, mining, and processing and own a diversified portfolio of high-margin, long-life assets along several of the world’s most prolific precious metal districts.

Challenge

The client wanted to transform workflows to drive agility across their IT ecosystem. They were grappling with a disparate environment that impacted service quality and impeded business transformation. Their key challenges were:

• Legacy processes on the Zendesk ITSM tool
• Lack of standardized service catalogs for end users
• Multiple point tools that needed unification
• An in-house team struggling to deliver service quality
• Ineffective change process with manual and cumbersome change templates
• Lack of automated reporting and real-time dashboards
• Lack of user touchpoints across multiple locations to track requests
• A knowledge management process that needed improvement

Solution

The Hexaware approach focused on implementing an IT Service Management (ITSM) platform for providing a standardized, unified prioritization of work based on SLAs. The ServiceNow journey involved:

• Implementing a best practices framework with enhanced process KPIs tailored per various personas
• Leveraging a dynamic translation virtual agent to handle off-hours language requirements (Turkish & Spanish)
• Setting up a centralized knowledge management database (KMDB) for shift left methodology
• Laying the foundation of a centralized configuration management database (CMDB) as a single source of truth with embedded checkpoints and KPIs for in-depth tracking
• Enabling role-based reporting, traceability, and performance monitoring via H2O reports & dashboards
• Creating an online portal enabling the end-to-end automation of the entire servicing workflow
• Ensuring simplified and integrated workflows to increase agility

Benefits

• 76% improvement in CSAT scores.
• 93% live chat satisfaction.
• 8+ tools integrated with the ServiceNow platform.
• 24/7 support model for employees via dynamic translation.

Summary

We helped accelerate our client’s goals of aligning IT and business goals on a single unified ITSM platform that ensured agility and enhanced customer satisfaction. The client improved their CSAT scores by 93%. Our deep ServiceNow platform and technology expertise helped us create value across the customer IT ecosystem by integrating and transforming workflows. The outcome-based approach and a continual service improvement process by identifying opportunities aligned to the business, executing plans, and measuring value helped drive competitive agility and digital transformation.