Growth through acquisitions creates opportunities to deliver consistent care

Rapid expansion created an unexpected opportunity for Nexon Asia Pacific (Nexon). After more than eight acquisitions over the past five years, the company was managing multiple service management tools, inconsistent customer service-level agreements (SLAs), and increasing complexity across its technology platforms. With over 6,000 monthly tickets, scaling support without compromising its high-touch customer care model had become complex and costly.

As an integrated digital and IT services partner to mid-market, enterprise, and government organizations across Australia, Nexon knew it needed a unified way to deliver its vision of helping customers cut through technology noise with outstanding solutions and services.

By consolidating fragmented tools into the ServiceNow AI Platform, Nexon now has a fully integrated, scalable, and secure platform to track service performance and improve resolution times.

“Nexon’s transformation is always about delivering smarter, faster, and secure IT services,” says Saba Maroun, Chief Customer Services Officer at Nexon Asia Pacific. “The ServiceNow AI Platform gives us the resilience to drive operational excellence and deliver a premium customer service.”

A single AI-powered platform now provides agents with a unified view of all customer interactions, SLAs, and service performance. With the support of ServiceNow Expert Services, the implementation took just 2.5 months to complete.

“By partnering with ServiceNow Expert Services and our certified team, we seamlessly implemented the AI platform and now deliver reliable, high‑quality services to our customers,” says Shayne Ray, Head of Innovation and AI at Nexon Asia Pacific. “As a ServiceNow Implementation Partner with deep capabilities in integrating complex environments, this opportunity to accelerate transformation and uplift service delivery at scale was a natural next step.” 

One AI-powered CRM platform delivers consistent customer insight

With Now Assist for Customer Service Management (CSM), Nexon now has a single view of SLAs for each customer, and can take faster actions to resolve issues. Improved visibility also helps an operations team of around 70 service agents to handle each case efficiently, including triaging, evaluation, and assignment. It also allows agents to proactively identify trends and resolve cases with AI instead of following a traditional SLA model.

Customers can also quickly and easily access, create, and track requests, and find relevant information in their Nexon environment, such as assets, users, or group locations in a self-service portal.

“Thanks to the ServiceNow AI Platform, we can connect data, processes, and users across different locations into one system of action,” Saba adds.

AI helps IT agents be ~14% more productive

As a service organization, Nexon’s customers expect 24/7 availability and fast responses to requests.

With AI built right into the platform, agents can quickly generate summaries for incidents that provide key insights into each record without having to read through entire case histories.

Marcas Thompson, Head of Service Desk at Nexon Asia Pacific, explains that AI summarization for resolution notes has allowed agents to reduce call wrap-up times and handle more calls daily. Nexon can also use the data in resolution notes to further improve predictive intelligence and root cause analysis.

“With the accuracy of summarization and resolution note generation in Now Assist, agents no longer need to spend time writing work notes,” Marcas adds. “This frees up time to handle more complex requests, and has led to a 13.8% increase in agent productivity. Our CSAT score is also up from 89% to 96% in just three months.”

Shifting from reactive to proactive service improves customer care

Nexon’s IT team has also transitioned to Service Operations Workspace, which provides a single, configurable workspace to manage incidents, identify problems, and collaborate across teams. Coupled with proactive AI capabilities, IT agents can quickly resolve incidents before they impact customers by easily accessing service data charts, knowledge articles, and recommended actions.

Agents can also initiate an outbound call directly from a record in ServiceNow by clicking a button, thanks to the powerful integration with Genesys. ServiceNow then automatically creates a new interaction, with call details, that agents can view and track in the workspace instead of switching between platforms.

Shayne adds: “By having a unified view of call history and agents’ interactions via Agent Assist in Service Operations Workspace, we have accelerated ticket assignment and resolution time by another 10%.”

Beyond faster resolutions, the improved efficiency puts the internal IT service desk in a position to be proactive rather than reactive. By saving time on incident resolution, staff can now take on more customer projects and deliver higher-value consultative services.

Nexon also uses Genesys Agent Copilot to automatically create interaction summaries for agents to review, helping improve the quality of information going into an incident record within ServiceNow.

“With the call data accurately documented in the ServiceNow AI Platform, we can perform end-to-end sentiment analysis, which was not possible before,” Shayne explains. “This will help us continue to improve call satisfaction going forward.”

Nexon onboards customers 98% faster with AI  

To further improve operating efficiency, Nexon connects data from different systems, such as Active Directory and Microsoft Azure with ServiceNow Workflow Data Fabric. This allows the company to easily build workflows that save time in customer onboarding processes.

“Previously, it could take a week of development effort to onboard a new customer,” Shayne says. “Now with AI and Workflow Data Fabric, customers can start to self-service in just a few hours.” 

Saba adds: “ServiceNow gives us the ability to offer premium onboarding services with guaranteed rapid deployment. This has helped us improve time-to-value for customer investments and realize 12% year-on-year revenue growth.”

With the flexibility and scalability to adopt AI and workflows across various departments, Nexon now has real-time visibility into all customer touchpoints and can improve key compliance and governance reporting processes.

“ServiceNow gives us the strategy, governance, and visibility to reinvent our business,” Saba says. “We look forward to adopting more AI capabilities to deliver enhanced value-added services, such as predictive analytics for customer issue prevention and AI-powered recommendations to optimize services.”

Over the coming months, Nexon is working to automate the generation of knowledge articles with Now Assist. It’s a move that excites Shayne and the operations team, as it will help to quickly build a higher-quality knowledge base that will further accelerate case resolution and allow the provision of even better services.

The company is also rolling out ServiceNow Predictive Intelligence to replace a third-party system. With thousands of emails triaged into incidents or cases every month, Nexon will use Predictive Intelligence to learn and retrain itself with the data and populate 70-80% of its services and service offerings. This will both shorten the time needed for the operations team to review and triage emails, and lower the overall ticket volume.

Nexon also has other plans for AI, including developing a customer-facing Virtual Agent, adopting AI Search, and evaluating Configure Price Quote (CPQ).

“We are consolidating our systems onto ServiceNow to create a single, unified platform for all customer interactions,” says Saba. “This investment allows us to deliver higher-value, premium services that measurably improve customer success.”