Inetum UK&I Empowered an International Fashion Retailer’s Digital Transformation, Deflecting 98% of Calls

Key Takeaways

The transition to ServiceNow enabled the fashion retailer to automate 98% of customer interactions through Virtual Agent, significantly improving operational efficiency and user experience.

Inetum UK&I provided comprehensive support throughout the migration process, identifying process inefficiencies and developing tailored solutions to align with the client's digital transformation strategy.

By implementing over 500 knowledge articles and integrating Teams for communication, the transition reduced email clutter and provided employees with immediate access to necessary resources, ultimately enhancing satisfaction across the workforce.

Inetum UK&I successfully assisted a major fashion retailer in transitioning from an outdated ticketing system to ServiceNow, achieving 98% automation in user conversations through Virtual Agent and providing over 500 self-serve knowledge articles, thereby boosting operational efficiency and enhancing user experience.

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