24/7 IT support around the globe

Fresenius is a global healthcare company with more than 190,000 employees around the world. The Global IT Service Desk department serves as the central hub for resolving IT-related issues and provides assistance to employees across different regions.

Having been a ServiceNow customer for over ten years, using ITSM for its global IT ticketing platform, Fresenius was searching for a way to improve access to IT support for its users. Many employees were relying on email to address their IT issues. If a support agent then had follow up questions, it could take days to get an answer.

Fresenius implemented Virtual Agent integrated with Microsoft Teams, giving users 24/7 access to IT support. Employees can choose to be connected to a live agent, or simply raise a ticket or check the status of their query directly in Teams. They can also access Virtual Agent on a mobile device and the communication via chat allows Fresenius to overcome language barriers.

With Virtual Agent, Fresenius has improved the user experience by fostering collaboration and driving faster resolution times.