The client is a leading global insurer and asset manager, consistently recognized as the world’s most valuable insurance brand. With over 122 million customers worldwide, their operations span 70+ countries, demanding scalable and seamless service delivery.
As part of their digital transformation journey, the client sought to migrate to the latest version of ServiceNow, ensure consistent user experience on the portal, and break down silos caused by multiple homegrown tools across business units.
The Challenge
- Non-scalability of the existing service desk platform
- Rigid systems limiting enhancements and innovation
- Complexity in intent identification for customer service requests
- Multiple disparate systems across BUs causing fragmented interactions
The Solution
The client adopted ServiceNow ITSM and HRSD, enhanced with Virtual Agent (VA) capabilities, to modernize their service operations:
- Migrated services quickly to the new ServiceNow platform without disruption
- Ensured scalable service desk operations to support a global user base
- Deployed Virtual Agent to intelligently identify intent and automate support conversations
- Integrated IT & HR workflows to unify employee and customer support journeys
The Impact
- Improved efficiency and decision-making with automated support
- Streamlined cross-platform processes, eliminating silos
- Unified IT and customer workflows, delivering consistent global experiences
With ServiceNow Virtual Agent and modernized ITSM/HRSD, the client unlocked intelligent, scalable support for millions of users — setting a foundation for continued innovation and digital leadership.
