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Session Code: CSS1431
Presenter(s): Frank, Aileen Godoy
Company(s): ServiceNow, Caesars Entertainment
Abstract:
Caesars Entertainment needed a scalable service management platform that would drive speed and mobility to connect services to the enterprise, and was also easy to integrate with transformational and innovation initiatives.
ServiceNow reduced 32% of Caesars Entertainment priority one incidents, and improved visibility twice by featuring appropriate SLAs for each incident and delivery days on requests. Customer satisfaction is now rated with a CSAT score of 9.3 out of 10.
Through ServiceNow’s implementation, our SLAs are able to resolve incidents three times faster using the mobile app to get immediate email and push notifications. They were also able to integrate several vendors’ service management applications, driving visibility and better vendor management.
Caesars Support Account Manager provides them with data insights on platform performance, compliance, and upgrades. He also monitors their ServiceNow ticketing system to help them connect with technical experts in ServiceNow to drive incident resolution.
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