As the client’s operations expanded, it faced increasing difficulty in scaling its customer service while maintaining high standards across multiple touchpoints. The customer service team, responsible for handling thousands of queries annually, relied on disconnected legacy systems such as outdated telephony, siloed ticketing tools, and manual workflows, resulting in operational inefficiencies and slow response times. Communication channels like telephony, email, and WhatsApp operated in isolation, creating friction and preventing a unified view of customer interactions.

Manual ticket routing further delayed case resolutions and led to inconsistent service quality, while the lack of real-time insights made it difficult to track key performance indicators such as response times, case volumes, and customer satisfaction. As demand grew, the client struggled to scale effectively without adding more manual processes or increasing headcount. Service delivery across different business units remained siloed, leading to fragmented customer experiences, and the reliance on spreadsheets and emails for service management added further inefficiencies.

To address these challenges, the client needed a unified platform that could automate workflows, streamline communication across teams, enable omnichannel support, and create a consistent, data-driven approach to delivering efficient and personalized customer service.

To address the client’s customer service challenges and improve operational efficiency, Konversational and 3CLogic implemented ServiceNow Customer Service Management (CSM). The solution provided a unified platform to manage customer interactions across email, WhatsApp, and telephony while automating key workflows. Core elements included omnichannel case management through integration with 3CLogic and WhatsApp, automated ticket routing to streamline case handling, and real-time performance analytics to support data-driven decision-making.

Knowledge management tools empowered agents and customers to quickly access relevant information, reducing resolution times, while automated workflows for email and WhatsApp improved handling of routine queries. The platform delivered a scalable, streamlined solution that enhanced customer service across critical business areas such as retail services, parking services, and general airport-related queries.

Positioned for future growth, the client now has a strong foundation to introduce innovations like GenAI-powered automation for smarter, proactive service delivery.

The implementation of ServiceNow CSM significantly improved the client’s customer service operations, delivering faster, more efficient workflows and a better customer experience. By automating ticket triaging and integrating WhatsApp with 3CLogic, the client achieved a 30% reduction in response time, ensuring quicker engagement across all communication channels. Transitioning from Freshdesk to ServiceNow streamlined workflows, reduced manual case handling, and freed agents to focus on more complex issues, boosting overall operational efficiency. Customer satisfaction scores rose by 15% as a result of consolidating multiple communication channels into a single, consistent platform.

Furthermore, ServiceNow’s scalable architecture provides the client with the flexibility to expand operations and integrate additional channels seamlessly, future-proofing their customer service strategy and setting a strong foundation for continued growth and improvement.