THE CHALLENGE: A full-service flooring company with approximately 25,000 employees was using both Bomgar and ServiceNow tools to support their end users. They asked for an integrated solution to collect the history of communication between the end-user and service desk as well as remotely control the user's desktop in one interface.
- Provide end-user with an option to “Get Support Now” without leaving their ServiceNow instance
- Provide the service desk the ability to easily chat live, screen share, remotely control the user’s desktop, and transfer files all within ServiceNow
- Create and record the activity of the chat session in the incident record
RESULTS: Fruition Partners developed a tightly integrated solution combining the power of ServiceNow and the Bomgar Appliance. Now end-users can seamlessly communicate with the service desk using live chat and remote management - all from within one simple interface in ServiceNow.