Hi-tech Giant Streamlines External and Internal IT Support with ScreenMeet and ServiceNow ITSM

After a historic merger created the world's largest privately controlled technology company, its IT support organization was suddenly the biggest of its kind, spanning 165 countries, 55+ languages and 87 contact centers. To deliver on its promise of a better customer experience, the company rebuilt remote support around ServiceNow and chose ScreenMeet to do it.

At a glance

• Replaced four tools with one: Bomgar, LogMeIn, Skype and Webex
• Consolidated global IT support from 165 countries and 55+ languages down to 20 countries and 9 languages
• ScreenMeet is now the sole strategic remote support provider for both global customer support and the IT help desk, with 700 ServiceNow ITSM users
• Every session's data is written back to ServiceNow for auditing, reporting and analytics

The customer

This ScreenMeet customer helps organizations and individuals build their digital future and transform how they work and live. The global enterprise offers the industry's broadest technology and services portfolio, spanning edge to core to cloud. With offices in more than 180 countries, it serves 99 percent of Fortune 500 companies and reports annual revenue of more than $90 billion.

The challenge

How can a global enterprise with an IT support organization spread over dozens of countries and tens of languages fundamentally change how it delivers remote IT support to thousands of employees worldwide?

The setup

In September 2016, a historic merger of two market-leading technology providers, one focused on individuals and the other on medium to large enterprises, created a single global company with unparalleled reach across consumer, small business, commercial and enterprise markets. Its support footprint spanned 165 countries, 55+ languages and 87 contact centers. To reduce the complexity and fragmentation, the company began an IT transformation in Support Services, aiming for a service-based CRM and ITSM agent console that would work as a single pane of glass across interconnected cloud applications.

The new company had promised customers and investors a better customer experience. Its technical support organization, pieced together from isolated remote support centers with disparate tools and processes, couldn't deliver that without a fundamental change in its approach to remote IT support.

The strategy called for an API-first approach to remote support, both for external customers and for internal IT. The team understood that legacy remote support tools, built before cloud-native architecture, couldn't deliver the agility they needed. That opened the door for ScreenMeet, which offers remote customer support and remote IT support through API integration with the leading CRM and ITSM platforms.

The opportunity

The company was already invested in ServiceNow ITSM. ScreenMeet demonstrated deep integration with its ServiceNow implementation, and after evaluating ScreenMeet against Bomgar, the company chose to deploy ScreenMeet across both Customer Service and the IT Help Desk, a key step in consolidating its vendors and technology platforms.

The company found ScreenMeet to be an ITSM vendor with a truly cloud-native architecture that also understood the demands of a global, 24x7x365 enterprise customer. Agents could cobrowse and remotely control end users' devices directly from the ServiceNow incident, without additional software. By selecting ScreenMeet, the company replaced four incumbent tools: Bomgar, LogMeIn, Skype and Webex.

ServiceNow endorsed the choice of ScreenMeet for remote customer support, and after more than a year of deliberate work, the company deployed ScreenMeet to its IT help desk agents in the field.

The ScreenMeet solution

The ScreenMeet deployment team fully met the customer's technical requirements:

• It had to work globally. Localization was a primary concern. ScreenMeet was localized for each market, ran behind corporate firewalls and worked in both low- and high-bandwidth environments. With ScreenMeet, the company consolidated its global IT support team down to 20 countries operating in nine languages.
• It had to run as the user and escalate seamlessly to administrator (UAC) mode. The teams defined when agents needed elevated permissions, and ScreenMeet delivered seamless, efficient ways to get them.
• It needed a configurable, extensible feature set. ScreenMeet launches from the browser as a feature within ServiceNow, so agents never leave the ITSM platform to start a session.
• It had to work with the OEM software on end users' machines. ScreenMeet provided builds for the company to test and run natively on its PCs.
• It had to write all of its data to the ITSM platform. The two teams defined the outputs needed for auditing, reporting and analytics in ServiceNow's data model, turning every service call into a source of business intelligence.

The payoff

Agents control ScreenMeet's desktop and mobile screen sharing, remote control and elevated-permission capabilities directly from the ServiceNow incident, with no additional software. Sessions are easy for agents to open and simple for end users to join on Windows, Mac, Android and iOS devices. Everything works in the browser, inside the company's ServiceNow instance.

When a session ends, information about the end user's device is written back to the incident, along with an optional cloud recording and detailed event data for auditing and analytics.

ScreenMeet is now the company's sole strategic provider for remote support across its global customer support and IT help desk teams. Agents get customers into sessions faster and with less frustration, and resolve technical issues in fewer clicks. With all session data captured in its CRM and ITSM platforms, the company has new sources of business intelligence to keep streamlining support and improving efficiency.

In short, ScreenMeet helped this enterprise meet its IT transformation goals and deliver on its promise of a superior customer experience.

Get the full story

Download the case study (PDF)