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Automic

Automic was seeking a service automation solution to create an engaging, responsive experience for external customers. The business automation company developed an application on the ServiceNow platform called Customer 360. The customized portal provides tailored knowledge base articles, software updates and critical alerts to customers. Now, over 80% of incidents and problems are generated through the portal rather than emails or phone calls and the system automatically routes cases to technicians based on skill‑level and capacity.