Case Study

ServiceNow Performance Analytics and AI Integration for Automated Case Resolution

A multinational SI services leader transforms manual vendor case management, cutting escalation time in half with ServiceNow and AI-powered automation.

ServiceNow Performance Analytics and AI Integration for Automated Case Resolution

A global SI services leader transforms the case resolution process through seamless data migration, AI-powered automation, and ServiceNow Performance Analytics, drastically reducing manual efforts and administrative overhead.

Download PDF

Industry & Region: System Integration (SI) and IT services, Global

Tech Stack: Integration: AI-powered automation tool; Analytics: ServiceNow Performance Analytics; Platform: ServiceNow
Client Overview

Our client is a multinational System Integration and IT services company, operating across 60+ countries. They work with a vast network of internal teams and external vendors to deliver technology solutions across diverse industries such as Banking, Healthcare, Energy & Manufacturing.

Business Challenge

Our client’s vendor management process relied heavily on manual interventions, which created several bottlenecks in their resolution system. They were manually triaging vendor emails, which caused SLA breaches, delays, and escalations. They also faced:

  • Limited visibility into escalation trends and contact accuracy
  • Agent workload distribution was often skewed
  • Excessive licensing overhead and redundancies due to disconnected systems
  • Inconsistent and manual tracking of performance and feedback.
Solution Offered

To address these challenges, our expert team implemented a comprehensive data migration plan, leveraged ServiceNow Performance Analytics, and integrated an AI-powered automation tool to streamline case resolution and vendor communication. Key features delivered included:

  • Complete migration of vendor contacts, account details, and historical case records.
  • Integration of inbound email actions, automated surveys, and AI-driven case triaging.
  • Import of attachments and comments using Fix Scripts and Glide APIs.
  • Post-migration data validation to ensure accurate field mapping and accuracy.
Value Delivered
  • Operational Efficiency Gains
    • Accelerated Case Escalation Process: Reduced annual agent effort to 199 days (from 398 days) and cut escalation handling time by 50%.
    • Eliminated Unauthorized User as Contact: Eliminated manual work tied to 11,932 “other” accounts and 6,310 “other” contacts.
  • Cost Optimization
    • Reduced CSM License Usage: Reduced Customer Service Manager license count by 93%, from 15 to just 1, significantly lowering licensing overhead.
  • Process Automation
    • Automated Agent Status Updates: This significantly reduced administrative overhead on leave/status tracking.
    • Enabled Real-time Customer Satisfaction Surveys: Automated feedback collection in real-time, improving customer insight and engagement.

Ready to leverage ServiceNow + AI for smarter case management?

Talk to us

© 2026 KANINI Software Solutions | All Rights Reserved | Privacy Policy

Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

[hubspot type="form" portal="20070269" id="70ccc467-b69c-450c-9e77-a70626986f6c"]

Discover the analysis results and our recommendations that helped the healthcare organization maximize its ServiceNow ROI.

[hubspot type="form" portal="20070269" id="70ccc467-b69c-450c-9e77-a70626986f6c"]