Standardizing Global HR Service Delivery with...
This global information services company embarked on a transformational journey to redefine and create a unified world-class HR function across 11 geographies.
Read MoreThirdera generates transformation, digitization, and automation for our customers at the speed of NOW.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
We help organizations adopt better patterns of work and get more from ServiceNow. Our team unlocks enterprise potential to elevate experiences across the world of work.
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As a leading provider of assurance, tax, financial advisory, and consulting services, this client recognized the need to streamline their service delivery and reduce reliance on manual, phone-based communications. By partnering with Thirdera, a Cognizant company, they were able to implement a ServiceNow Virtual Agent solution that has transformed their customer experience while driving significant operational efficiencies.
>35% reduction in call volume |
95% employee satisfaction with Virtual Agent |
Client size: 12,000+ | Client industry: Accounting | Client location: U.S. |
Approximately 40% of current communications took place via phone. |
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Desire to move away from phone-based support and increase self-service capabilities. |
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Support agents were spending a significant portion of their time handling routine inquiries and requests, leaving little bandwidth to address more complex and strategic issues |
Thirdera, a Cognizant company proposed a comprehensive solution centered around the implementation of a ServiceNow Virtual Agent.
ServiceNow Virtual Agent |
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Teams Integration By integrating the Virtual Agent with Microsoft Teams, the client's employees were able to access the Virtual Agent directly within their collaboration platform of choice, further streamlining the support experience. |
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Branding and Customization Virtual Agent was branded with the client's corporate identity, ensuring a consistent and professional user experience. Thirdera also worked closely with the client to tailor the Virtual Agent's conversational flows and knowledge base to address their unique requirements. |
Reduced call volume |
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Increased self-service adoption |
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Enhanced employee satisfaction |
Thirdera, a Cognizant company is an Elite-level ServiceNow partner, enabling customers to maximize the value of the ServiceNow platform through workflow-enabled services and solutions. Founded in 2021 and acquired by Cognizant in 2024, Thirdera, a Cognizant company is one of the largest and most credentialed ServiceNow partners globally. We offer world-class guidance to help businesses accelerate growth and productivity. With expertise and capabilities spanning experience design, process optimization, and AI-accelerated solutions, we are ushering in the next era of transformation, automation, and partner expectation. Visit www.thirdera.com for more information.
Contact us today to discuss your next project and enter a new era of ServiceNow partner experience.
This global information services company embarked on a transformational journey to redefine and create a unified world-class HR function across 11 geographies.
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