Corteva reinvents IT service delivery

A global agriculture leader
Corteva Agriscience is one of the world’s premier global pure-play agriculture companies. Formed in 2018 by the merger of DuPont Crop Protection, DuPont-Pioneer Seed Research, and Dow AgroSciences, Corteva provides farmers around the world with a comprehensive portfolio of seed, crop protection, and digital solutions that maximize productivity and enhance yield and profitability. With some of the most recognized brands in agriculture, the company works with stakeholders throughout the food system to enrich the lives of producers and consumers.

Reimagining the future
As a newly reborn company, Corteva saw the opportunity to reinvent the way it delivered IT services with ServiceNow IT Service Management (ITSM). By focusing on the end-user experience and meeting employees’ needs wherever they were, Corteva could create a consistent global support model that enhanced employee productivity, rose to the expectations of its growing workforce, and increased efficiency through smart workflow access to Corteva’s mobile workforce and field sales organization.

Going mobile
Corteva chose ServiceNow to help realize this vision. According to Kshitij Bahadur, Enterprise Service Integration Leader at Corteva: “ServiceNow gives us the platform we need to standardize our processes across the globe, driving resilient, connected services. Self-service is a huge success. We’ve cut our voice tickets in half and increased self-service tickets by a factor of four. So, our next logical step was to go mobile with Now Mobile and Virtual Agent. It completes our multichannel experience, putting responsive support at the fingertips of our people. That translates into less downtime—and ultimately more time to take care of our customers.

Out-of-the-box conversations
Cécile Blackburn, Global End-User Services Leader at Corteva, is enthusiastic about the results. “We started with a focused Virtual Agent solution for ticketing, including capabilities such as password reset, reporting issues, and checking ticket status. We leveraged out-of-the-box conversations for this, so we were able to go live in three months with just two core developers. We also had a UX designer help us optimize our conversation flows to deliver the best possible experience—that’s critical for adoption. Since we went live with Virtual Agent, we’ve seen the number of sessions increase nearly 10% on average every month.”

Download PDF