The challenge
As one of the largest players in the European food & drink industry, Asahi Europe & International needed to shift their ITSM capabilities to a higher gear. The client acquired a ServiceNow ITSM Pro license with the short-term strategy of implementation and admin training, and a long-term goal consisting of broadening the scope of the solution with continuous innovation.
The solution
Devoteam utilized its deep ServiceNow ITSM Pro knowledge to help Asahi Europe & International activate and configure several pre-chosen features swiftly through our unique, agile delivery approach and transparent communication.
Among the benefits, we brought to the customer was Incident Deflection via the enablement of a Virtual Agent Chat feature and the creation of tailored conversations for known use-cases; faster incident resolution through the dynamic translation of notifications, incident/request work notes and comments; and the enablement and configuration of Continuous Improvement processes.
Asahi Europe & International is now gathering usage data for the Virtual Agent, setting their sights on further improving the experience with more bespoke conversations.
The better change
Reduction of raised incidents
Faster incident resolution
Enablement of Continous Improvement process
