A Leading Pharma Company Specializing in Clinical Trials and Research

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Overview

In the current fast-paced digital landscape, organizations need solutions that improve efficiency, enhance user engagement, and simplify operations. Our expertise in ServiceNow allows organizations to optimize IT Service Management, customer assistance, and data management. By redesigning user interfaces, implementing secure registration processes, and integrating advanced characteristics such as ChatBot and CSM, we help businesses offer seamless, user-friendly experiences.

Client Details
The client is a key leader in the clinical research industry, delivering advanced eClinical solutions to millions of patients across 10 countries.

Challenges Faced

Complex Patient Registration Process: Lack of user-friendly portal for patients to register in case of any queries or emergency help.

Inaccessible Help Articles: Help articles in ServiceNow are difficult to access.

Confusing Case Types: The abundance of irrelevant case options leads to confusion for patients trying to file a case.

Innovate. Lead. Succeed

Our Approach

Simplified Self-Service Portal

Redesigned the portal with intuitive navigation, streamlined registrations, and customizable user preferences.

Secure External User Registration

Implemented a robust registration process for external users, guaranteeing secured access to patient-specific records.

Better Visibility and Reporting

Optimized case mapping to clinical projects via CSM and linked knowledge articles for improved project tracking.

San Diego Release Upgrade

Successfully upgraded to the San Diego release, guaranteeing access to the latest features and system upgrades.

Results Delivered

Reduction in Incident Resolution Time

0 %

Boost in User Satisfaction

0 %

Uptime Achieved

0 %

Fewer Customer Interactions: Interaction tickets dropped by 40%, portraying enhanced system reliability and improved user satisfaction.

Reduced Wait Times: Simplified request processing reduces wait times by upto 90%, guaranteeing faster service delivery.

Better User Experience: An improved portable usability significantly enhanced user engagement and satisfaction.

Optimized Data Management: Users came across fewer challenges in accessing critical data, resulting in better productivity.

Enhanced Partner Collaboration: External users could easily register and access the system, promoting better collaboration with Salesforce partners.

Ready to Transform Your Digital Future?

At Avatu, we’re your trusted partner in digital transformation, delivering cutting-edge solutions on ServiceNow, BMC, and Salesforce platforms. Let us empower your journey with optimized workflows, enhanced efficiency, and innovative technologies to keep you ahead in the game!

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