ServiceNow Virtual Agent Enables 24/7 Global IT Support for Healthcare Leader

Fresenius, a global healthcare company with over 190,000 employees across multiple regions, faced significant challenges with its IT support model. The organization's IT Service Desk relied heavily on email for issue resolution, resulting in slow response cycles. When support agents had follow-up questions, employees often waited days for answers. This fragmented approach limited accessibility for a distributed global workforce and hindered the company's ability to resolve incidents efficiently.

To address these limitations, Fresenius implemented ServiceNow Virtual Agent integrated with Microsoft Teams. This solution provides employees with 24/7 access to IT support regardless of location or time zone. Users can now connect with a live agent, create tickets, or check inquiry status directly within Teams on desktop or mobile devices. The chat-based communication approach also overcomes language barriers, enabling clearer interactions across Fresenius's global organization.

The integration of ServiceNow Virtual Agent with Microsoft Teams has transformed Fresenius's IT service delivery. By streamlining communication workflows and removing access barriers, the organization has accelerated incident resolution and improved employee satisfaction. The solution fosters collaboration across regions while maintaining service continuity around the clock.