História de sucesso -

ABOUT GLOBAL ELECTRONICS MANUFACTURER

The South East Asia and Pacific (APAC) region is a critical hub for electronic solutions, components, and device production. For this big-name brand, the Singapore team is responsible for the sales and marketing of innovative technology designed to improve lives. To remain cutting-edge amidst booming digital growth, the company is constantly exploring more agile processes.

For a company to succeed for over 100 years, they must evolve. With many employees working on manufacturing shop floors, productivity depends on optimal resources and conditions. The company continually pursues opportunities to increase throughput by removing work obstacles.

THE CHALLENGE

While Serviceaide’s Intelligent Service Management (ISM) was already a fundamental part of IT operations—handling incidents and service requests through an automated service catalog—the organization saw room for improvement.

Specifically, the company sought to:

• Accelerate Fulfillment: Find a more efficient method for ERP password reset requests.
• Reduce Costs: Lower the overhead associated with basic support inquiries.

• Modernize Experience: Meet the rising consumer-grade expectations of their workforce.
• Avoid Complexity: Implement a solution that didn't require cumbersome third-party integrations or create "headaches" for IT staff.

THE SOLUTION

The company made it their mission to incorporate modern solutions to advance self-service capabilities. By implementing the Luma Virtual Agent, they were able to put employees in control of their own support experience.

Key Implementation Features:

• Native Integration: Unlike other chatbots, Luma integrated directly with the existing ISM platform, avoiding third-party friction.
• SAP Integration: Luma enables secure, automated SAP password resets without human intervention.
• Guided Conversations: The virtual agent utilizes a mature knowledge management process to provide intelligent, conversational answers to employee questions.

• Consumer-Grade Interface: The experience was designed to be simple, modern, and friendly, mirroring the digital tools employees use in their personal lives.

THE RESULTS

In just two months, the electronics manufacturer reaped significant benefits from their upgraded processes and the adoption of Luma.

• High Volume Automation: Luma handles over 1,000 transactions each month.
• Fulfillment Speed: Nearly 250 SAP password resets are performed automatically every month.
• Increased FCR: A notable rise in the First Call Resolution rate.
• Productivity Boost: Analysts are freed from repetitive tasks, and manufacturing employees experience less downtime.
• Cost Reduction: Lowered overall IT support costs through automation and verified resolutions.

Company leaders recognize that investing in the employee experience is the key to maintaining a loyal and satisfied customer base. They plan to continue expanding Luma’s skills to handle more complex issue resolutions and automated approvals.

ABOUT SERVICEAIDE

Serviceaide is a leader in modern service management. Serviceaide’s vision is to transform service management across ITSM, ESM, and Customer Service. Serving customers around the world, Serviceaide applies breakthroughs in artificial intelligence, machine learning, and natural language processing to deliver better experiences, provide enhanced self-service, and empower service owners. Serviceaide transforms service through digital labor conversations, automation, and knowledge.