CASE STUDY
Industry | Healthcare
Technology | ServiceNow
Location | United States
The client is a large healthcare service provider with presense in all 50 US states. Support teams of this client faced significant challenges with the manual assignment of child tickets to queues associated with major incidents. This case study outlines the challenges, the approach to automate the routing of child tickets using ServiceNow Ticket Automation, the results achieved, and the benefits realized from this automation initiative.
Manual ticket assignment that led to significant delays in assigning child tickets to the appropriate queue
Inconsistencies in the update of tickets that led to discrepencies between parent and child tickets
Manual processes led to increased workload and slowing down incident for support teams
Manual processes also led to significanty oversight and increased the risk of child tickets being overlooked or incorrectly assigned
Operational Efficiency
Automating the routing process streamlined operations, reducing the administrative burden on support teams and improving overall efficiency.
Faster Resolution Times
With child tickets automatically routed using ServiceNow Ticket Automation, support teams can address incidents more quickly, leading to shorter resolution times and improved service levels.
Key collaborations with support teams to gather detailed requirements regarding the desired auto-routing functionality
Developed a detailed design specification outlining how the system should automatically route child tickets to the same assignment group as the parent ticket
Implemented an automation logic that triggers updates to child tickets whenever the parent ticket’s assignment group is modified
Conducted rigorous testing of the auto-routing feature, ensuring that changes to parent tickets accurately propagated to all child tickets without errors.
Thanks to Royal Cyber, we are now able to easily and quickly create and update tickets. We also had the service portal customised for the end user, which needing extensive testing at the backend. But thank full everything works as expected. We can now track for SLAs on the tickets and avoid many manual and repetitive tasks.
Director - Customer Success
45%
Improvement in User Satisfaction
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
