Fresenius: 24/7 IT Support with ServiceNow

Fresenius, a global healthcare company with over 190,000 employees, sought to enhance its IT support services. Recognizing the limitations of relying heavily on email for IT issue resolution, Fresenius aimed to provide its global workforce with a more efficient and accessible support system.

To address this challenge, Fresenius implemented ServiceNow Virtual Agent, integrated seamlessly with Microsoft Teams. This strategic move provided employees with 24/7 access to IT support, regardless of their location or time zone. Users can now connect with a live agent, raise tickets, or check the status of their inquiries directly within Teams. The Virtual Agent is also accessible on mobile devices, ensuring support is always within reach. Furthermore, the chat-based communication effectively bridges language barriers, fostering clearer and more efficient interactions.

The integration of ServiceNow with Microsoft Teams has streamlined IT service desk processes, increased productivity, and improved the user experience by fostering collaboration and driving faster resolution times.

Value Results:

• 24/7 access to IT support globally, ensuring employees receive assistance whenever needed.

• Incidents are resolved more quickly due to streamlined communication and readily available support.

• Improved user experience through convenient access to support via Microsoft Teams and mobile devices.