Case Study

Customer Experience Transformation Using ServiceNow CSM

Empowering a plant-based medicines company to leverage ServiceNow CSM for seamless multi-brand management.

Customer Experience Transformation Using ServiceNow CSM

A well-known plant-based medicines company replaces its legacy Zendesk environment with ServiceNow CSM platform, achieving customer experience transformation and unparalleled operational efficiency.

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Industry & Region: Healthcare, Australia

Tech Stack: 

UX/UI: ServiceNow Virtual Agent, Brand-specific UI; Integration: Twilio, WordPress scripting;
Analytics: ServiceNow Performance Analytics;
Platform: ServiceNow.

Key Results

100%

Improved Agent Productivity 

45-50%

Process Automation

Zero

Missed or Unattended Cases

Client Overview

Our client is a quality-compliant plant-based medicines company in Australia, operating with multiple distinct brands that cater to different market segments, such as pharmacy patients, pet care customers, and wellness clients.

Business Challenge

The organization faced limitations in their existing Zendesk-based setup such as:

  • Inconsistent ticket routing with no advanced assignment rules
  • Ineffective, generic chatbot with poor NLU and no brand-personalization
  • Deprecated, unreliable voice support with no call recording or transcription
  • No integrated reporting, feedback mechanisms, or real-time dashboards
  • No visibility into sentiment or experience management — a critical gap in healthcare.


The legacy system lacked scalability, modern capabilities, and brand-level customizations. Their key business needs included implementing brand-specific access control and case visibility segregation as well as advancing sentiment analysis, customer feedback management, and end-to-end experience monitoring. Additionally, they also needed a mobile-ready solution for on-field agents for one of their brands, and modern chatbots integrated into their brand-specific portals.

Solution Offered

Our expert team tailored the ServiceNow CSM to enable seamless multi-brand management through brand-specific workflows, access control, and case management.

  • We integrated Twilio for cloud-based voice support, call recording and storage, and live call transcription.
  • ServiceNow Virtual Agent Chatbots were implemented, with a roadmap for enhanced Natural Language Understanding (NLU) capabilities.
  • Dynamic Case Forms were embedded into brand-specific WordPress portals and enhanced with smart triaging, dynamic FAQs, and live interaction escalation.
  • Mobile access for Field Agents was enabled for on-the-go case management, improving case resolution time and field service coverage.
  • Sentiment analysis was integrated using case feedback, sentiment tagging, and experience metrics.
  • The new real-time CSM dashboards and performance analytics monitored agent productivity, customer satisfaction trends, and brand-specific KPIs.
  • Robust brand-specific visibility and segregation logic were introduced through roles, conditions, and dynamic visibility rules. This restricted users to view and manage only their respective brand’s cases and reports.
  • We designed a Knowledge Management Framework too, defining brand-specific KA access, public/private visibility, and approval workflows.
  • Brand-specific homepages, banners, announcements, quick access widgets for self-service, chatbot, and knowledge base enhanced the portal experience.
  • Additionally, we standardized case categories and sub-categories across brands, and enhanced push notifications for key updates.
Value Delivered
  • Improved Agent Productivity: Automated case routing with ServiceNow virtual agent for routine queries, special handling notes, brand-specific quick message templates, mobile case management, real-time interaction tracking and case-level priority instructions.
  • Automated Tasks: 40–50% process automation achieved by automated ticket routing, email, SMS notifications, pre-configured workflows, and voice call-to-case creation.
  • Real-time Visibility: Zero missed or unattended cases through Twilio integration with ServiceNow for call handling, live dashboards, and mobile notifications. A mobile-ready solution for on-field agents.
  • Unified Reporting and Analytics: Brand-based role-controlled dashboards for centralized reporting and analytics.
  • Enhanced Customer Satisfaction and Retention: Proactive push notifications for SLA adherence and improved customer engagement.

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Customer Experience Transformation Using ServiceNow CSM

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