3CLogic announced its recent platform selection of Ramboll, a global engineering, architecture and consultancy company operating in 35 countries. The latest technology partnership will support Ramboll’s ongoing efforts to improve IT services and experiences to its more than 16,500 employees distributed across the Nordics, the UK, North America, Continental Europe, the Middle East, and Asia-Pacific.
Using ServiceNow® IT Service Management (ITSM) as its primary system of record to manage and resolve day-to-day IT requests, the organization needed a more reliable and ServiceNow-centric cloud call center that offers to deliver an efficient, cost-effective, and personalized experience to its entire employee base. In addition, Ramboll needed a GDPR-compliant solution to comply with various data sovereignty requirements around the world while also enabling rich reporting and analytics without requiring heavy customization to deliver fast which are insights into day-to-day operations.
“Ramboll is committed to delivering the best IT service experience to employees so they can provide great experiences in creating sustainable solutions to our clients around the world,” explained Mukesh Garg, Director of Support Services at IT. “Our choice of 3CLogic is in line with our commitment to provide a reliable and seamless inbound call experience for our colleagues across Ramboll. Their [3CLogic] The ability to integrate deeply with ServiceNow helps expand our existing investment in the platform while improving the overall user experience, effectiveness of our IT service delivery, and overall productivity as an organization.”
Organizations around the world are using modern solutions to optimize the employee experience while reducing the negative impact and costs caused by disconnected systems and overly manual processes. As part of the deployment, Ramboll will enjoy several improvements including:
Configurable Call Routing and Personalization Integrated with ServiceNow ITSM – the ability to create and manage advanced call workflows from within ServiceNow, while using ServiceNow incident or employee data, to route callers to the most qualified IT service desk representative and reduce operational costs while resolving issues faster. .
ServiceNow Integrated Voice Self-Service and Automation – the ability to enable voice self-service and ServiceNow incident automation (ie: password reset requests, major outage notifications, voicemail transcriptions, etc.) for common call requests integrated with ServiceNow to optimize service desk operations and resources while delivering exceptional employee experiences.
ServiceNow Embedded Call Reporting and Insights – the ability to enrich ServiceNow with call data (ie: call recording, call KPIs, etc.) associated with the appropriate ServiceNow record while enabling integrated -reporting on standard ServiceNow or Performance Analytics reports for a complete view of all service desk interactions.
GDPR Compliant and Globally Available Voice Solution – global and scalable AWS-cloud solution hosted on ServiceNow as the system of record to eliminate the need for sensitive data to be hosted externally [3CLogic]. GDPR compliant as well as ISO, SOC2, and HIPPA certified.
“We are excited to support Ramboll and their digital transformation efforts,” explained Matt Durkin, Global VP of Sales at 3CLogic. “As organizations adapt to the changing economic environment, their ability to do more with less without sacrificing quality services to their employees and those who support your operations, will be key moving forward. It is our pleasure to be part of the solution.”
About 3CLogic
3CLogic transforms cloud platforms or CRMs by seamlessly integrating voice with existing digital channels. Its innovative solutions extend CRM and data platform capabilities for Global 2000 companies by enabling advanced and scalable features such as optimized self-service experiences, virtual and live agent interaction, and conversational analytics.
For more information, please visit www.3clogic.com.