Zoom Reduces Manual Processes by 75% with Unified ServiceNow Platform

Zoom, the global communication platform used by millions across nearly 200 countries, faced a common challenge of rapid growth: disconnected tools and inefficient employee support processes. With over 8,000 employees requesting IT and HR support through emails and calls, the company needed a unified platform to deliver on its core mission of connecting people. In 2019, Zoom implemented ServiceNow's IT Service Management (ITSM), HR Service Delivery (HRSD), and later Customer Service Management (CSM) to centralize employee services and create seamless self-service experiences.

Zoom launched AskZoomPX, a unified portal powered by ServiceNow, becoming a single destination for employee services with over 1,500 searchable Knowledge Base articles. This self-service hub transformed how employees access HR, payroll, and IT support, reducing manual application access requests by 75% and automating 30% of key business processes. The platform handles an average of 2,000 HR tickets monthly while enabling the HR and IT teams to redirect effort from routine tasks toward strategic initiatives like data analysis and reporting. IT mean time to resolution (MTTR) improved significantly, producing substantial annual cost savings, and employees gained confidence in finding answers independently.

ServiceNow's capabilities extended beyond internal operations to support Zoom for Government (ZfG), a specialized platform for US federal agencies. The platform's robust security and compliance features enabled ZfG to achieve FedRAMP Moderate authorization within six months, with ServiceNow's asset management, change control, and automated user access reviews forming the foundation for ongoing compliance. Zoom's leadership credits the shared values and commitment to connecting people as the foundation of their strategic partnership with ServiceNow, delivering measurable benefits across employee experience, operational resilience, and government customer satisfaction.