Providing a seamless service call experience

Maximizing data impact
At Hitachi Vantara, HR is expected to be deeply involved in business initiatives, adding value and supporting business success. That’s why the company transitioned to a global HR shared services model. Hitachi Vantara offers digital infrastructure for data-driven companies, enabling customers to turn their enterprise data into business impacts. More than 80% of the Fortune 100 trust the organization to help them develop new revenue streams, unlock competitive advantages, lower costs, enhance customer experiences, and deliver social and environmental value.

Improving service desk efficiency
Hitachi Vantara had multiple IT service portals, which caused confusion when employees submitted service tickets. If an outage with a major application occurred, the service desk experienced an unmanageable surge in call volume. Live agents spent most of their time handling the sheer quantity of incoming calls, as employees had no unified system of reference to check on the status or resolution of an outage.

Creating a flexible cloud contact center
With a focus on operational excellence, Hitachi Vantara consolidated employee service portals onto ServiceNow IT Service Management and ServiceNow Cloud Call Center, and integrated them with Amazon Connect, a cloud contact center. Now if an outage occurs, service desk staff can easily modify contact flows and publish announcements in less than five minutes—keeping employees informed of incidents, progress, and estimated time to resolution. Common issues, such as locked Active Directory accounts and password resets, can also be resolved through automated interactive voice response (IVR) workflows.

Removing 1,000 calls per month
By consolidating portals, the service desk immediately reduced ticket volume by 60%. Automated IVR workflows removed approximately 1,000 calls per month, saving service desk agents an average of 20 to 25 minutes per call and allowing them to work on higher level tasks that are more valuable to the business.

Achieving operational excellence
In the near future, Hitachi Vantara plans to automate additional processes, such as application access, status reports, and publishing an IVR message asking callers if they’re checking on an existing incident.

“I’m proud to say that we’re achieving the operational excellence that we set out to accomplish using ServiceNow and Amazon Connect,” says Ajay Vuppala, Solutions Architect at Hitachi Vantara. “And we’re just scratching the surface with automation—there’s so much more we can do.” 

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