Landon says, “We immediately saw dramatic improvements in quality and efficiency. Instead of taking 36 hours to assign an inquiry, it now takes less than two minutes. In total, we’ve reduced our end-to-end resolution times for high-level inquiries by more than 70%–from 120 hours to 34 hours. And, of course, that efficiency also translates directly into lower costs for our taxpayers.”
ServiceNow helps DHS deliver a consistent, efficient, and transparent omni-channel experience
“We’re giving Tennessee citizens the experience they deserve. Our services are now accessible by phone, email, live chat, lobby kiosks, and mobile. We deliver a consistent experience across all our channels, and we now have a single view of our customers. That’s broken-down silos across our program areas, increased collaboration, and dramatically reduced duplicate inquiries. And, we now have the data and reports we need to continuously improve the services we deliver,” says Landon.
Other Tennessee government departments are looking to replicate the DHS’s success
News of the DHS customer service solution is spreading. It has already won an internal award from the State of Tennessee and other departments are looking to deploy ServiceNow CSM as part of a statewide rollout.
According to Landon, “In addition to dramatically enhancing service delivery, this statewide rollout will also provide a unified customer and service view across departments–truly delivering on the Governor’s vision of ‘no wrong door’ in a transparent Tennessee.”