The challenge
As one of the largest players in the European food & drink industry, Asahi Europe & International needed to shift their ITSM capabilities to a higher gear. The client acquired a ServiceNow ITSM Pro license with the short-term strategy of implementation and admin training, and a long-term goal consisting of broadening the scope of the solution with continuous innovation.
The solution
Devoteam utilized its deep ServiceNow ITSM Pro knowledge to help Asahi Europe & International activate and configure several pre-chosen features swiftly through our unique, agile delivery approach and transparent communication.
Among the benefits, we brought to the customer was Incident Deflection via the enablement of a Virtual Agent Chat feature and the creation of tailored conversations for known use-cases; faster incident resolution through the dynamic translation of notifications, incident/request work notes and comments; and the enablement and configuration of Continuous Improvement processes.
Asahi Europe & International is now gathering usage data for the Virtual Agent, setting their sights on further improving the experience with more bespoke conversations.
