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CASE STUDY

Service Stability: Streamlined Support and Case Management for a global leader in Digital Asset Management SAAS software

About the Client

Aprimo, a US-based software products company, required continuous support and maintenance of its ServiceNow platform to handle regular case management, incidents, and support operations efficiently. By implementing structured workflows and consistent maintenance, Aprimo’s support processes were optimized to ensure minimal downtime and faster issue resolution. The team focused on ServiceNow’s stability and reliability, enabling seamless management of customer cases and operational incidents. With ongoing support, Aprimo achieved improved efficiency and a robust infrastructure for handling its growing support needs.

Description

Delivered ongoing support and structured workflow enhancements in ServiceNow to optimize case management and improve operational stability for Aprimo.

Work Details

Conducted regular audits and performance checks on ServiceNow to identify and resolve potential issues proactively.

Managed case workflows, optimizing ServiceNow’s functionality to handle high volumes of support cases and incidents.

Implemented automated notifications for priority cases, ensuring prompt response times for critical incidents.

Configured role-based access for support teams, enabling efficient case routing and ensuring sensitive information security.

Provided training and user support to Aprimo’s support team, enhancing their proficiency with ServiceNow features and best practices.

Benefits

Improved case resolution speed by 35% due to optimized workflows and proactive incident handling.

Increased system stability with regular maintenance, reducing unscheduled downtime and ensuring uninterrupted support operations.

Enhanced user experience with automated notifications, enabling quicker responses and better prioritization for urgent cases.

Strengthened data security and streamlined case management, ensuring compliance and a smoother, more organized support process for Aprimo’s team.

*Partnered with Coresolute LLC.

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