As this global food packing company began shifting toward an increasingly remote workforce, they found their IT service delivery platform wasn’t able to keep up with demand. Users had difficulty navigating through overly complex taxonomy and unintuitive naming conventions made things hard to find. And because more people were regularly working from home, the need to easily submit IT requests and track completion progress became paramount. Users were overwhelmed—and so was the IT department.
To empower users to resolve common needs, Veracity focused on harnessing the power of ServiceNow to deliver an engaging, user-friendly interface designed to let employees self-serve first. By providing intuitive access to support resources and surfacing the visibility of notifications through a reimagined dashboard, we created a streamlined and efficient process, reduced inbox overload and provided an avenue for independence.