Implementing Mobile to Meet Rising Service Demand

How a Fortune 500 Financial Services Provider Moved Quickly to Turn on Mobile Self-Service Capability to Better Support Employee Needs


The Challenge

When the pandemic forced our client, a Fortune 500 financial services provider, to move their global workforce remote, their Service Desk was inundated with calls. Call volumes spiked nearly 3x and average hold times were in the range of 2+ hours.

They had never seen anything like it–and they knew quick action was needed to better serve their internal customers.

The Approach

The client turned to Aeritae as a strategic advisor. We started by helping them map out a plan to drive self-serve and incident deflection, better market their IT Service Portal, and reroute low priority incidents around the Service Desk. The client was up and running and seeing positive impact with this plan in a matter of days.

The client knew that mobile could be an additional key strategy to providing service quickly and efficiently. Working alongside their Security team to understand and address constraints, it was determined that this was possible through implementation of the Now Mobile app, and a corresponding upgrade to ServiceNow’s New York release.

The Aeritae team worked to define the end-user experience and security requirements, perform development and configuration of the mobile app, create communication, user guide materials, develop Service Desk guides for troubleshooting Mobile-specific needs, and assisted with go-live.

The Outcome

Mobile was turned on and available to employees within 2.5 weeks from the initial request.

In the first 24 hours of promotion, the mobile app had over 300 installations recorded and no issues reported. With this repsonse, the team is expecting Service Desk calls to return to their normal range–freeing up the Service Desk team to focus on key issue resolution and helping end users who are completely unable to work get back up and running.


Service Desk Call Hold Times Prior to Mobile Implementation


Service Desk Call Hold Times After Mobile Implementation


Call Abandon Rates After Mobile Implementation