How Zoom Empowered Employees & Customers with ServiceNow
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Empowering Self-Service, Empowering Customers: Zoom’s Service Journey

July 31, 2024
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Table of Contents

    Zoom, one of the leading video conferencing platforms used by more than 220,400 enterprise customers across 200 countries. Through Zoom, they can host virtual events, leverage innovative learning methods, provide services, and empower hybrid teams. 

    Zoom is witnessing a year-over-year growth in the number of customers using it, inspiring Zoom to keep innovating and delivering the expectations of its customers. Zoom believes employees must feel motivated, productive, and connected to the company to innovate at the pace of changing market dynamics. However, the disparate technology and tools it was using made it difficult to connect 8,000+ employees.

    Here in this blog, we’ll explore the journey of Zoom to empower its employees to do their best jobs and live its happiness culture with the help of ServiceNow.

    Zoom's Transformation with ServiceNow Light
    Zoom's Transformation with ServiceNow Dark

    Centralized Knowledge Base Fuels Employee Success

    Employees at Zoom (Zoomies) were using calls and emails to access the IT services and HR services. They have to raise their queries through calls, and email which makes it hard to keep track of the updates and resolutions. 

    With the help of ServiceNow HR Service Delivery, Zoom brings all the employee’s services, and support to one unified platform called AskZoomPX. This platform has self-service capabilities powered by up-to-date comprehensive knowledge base articles. 

    AskZoomPX became the centralized platform for employees with all HR-related needs. Its self-service capabilities allowed employees to find resolutions for their low-level queries. These capabilities enabled Zoom’s HR team to resolve more than 2K queries each month. 

    Zoom has more than 1500+ knowledge base articles that keep updating frequently to meet the evolving needs of the employees. Furthermore, ServiceNow HRSD enabled the organization to see the trends about the issues that crop up most often, so they can add relevant knowledge base articles to eliminate such issues. 

    Streamlining IT Support for a Growing Workforce

    The IT team is the backbone of Zoom, and they want to create a single source of truth for all their IT team’s needs. ServiceNow IT Service Management, an all-in-one toolkit integrates all the information into a single platform, so Zoomies can quickly address IT issues. 

    With access to the knowledge base, Zoomies can resolve low-touch IT issues such as requesting an application themselves. Complicated or high-touch issues are automatically routed to the right agent to ensure quicker time to fix and lower MTTR, resulting in significant annual savings. A 75% reduction in the low-touch customer requests enabled the support team to shift focus on p1 cases.

    Reduce MTR Save Cost: Get a free Consultation on Servicenow ITSM Light
    Reduce MTR Save Cost: Get a free Consultation on Servicenow ITSM Dark

    Visualize Data to Make It Easy to Interpret

    Zoom has a dedicated platform called Zoom for Government (ZfG) designed to comply with the demands of the federal government. ZfG is only accessible by the US federal agencies and other organizations associated with the US government.

    Zoom wants to create the best possible experience for its ZfG customers by enabling them to do their work more efficiently. ServiceNow proved to be a comprehensive platform for them that allowed ZfG to understand customers more intuitively. Features such as Agent Workspace allowed them to visualize the tickets in one place, organized in tabs, so issues could be settled faster.

    Furthermore, ServiceNow helped to build several dashboards for leaders to manage individual team members. Furthermore, dynamic data filtering makes it easy for employees to access the information they need more conveniently. 

    Ensuring Security and Compliance

    When developing Zfg the biggest hurdle for Zoom was to ensure compliance with the US Federal Risk and Authorization Management Program (FedRAMP). Zoom leveraged ServiceNow due to its capabilities to handle FedRAMP workloads. Within the 6 months, ZfG achieved FedRAMP moderate level status. Beyond this ServiceNow also helped Zoom to receive a host of further government authorizations. 

    Some of the features of ZfG like asset management, automated user access review, and change control ticketing were built on the ServiceNow platform to satisfy the compliance requirements.

    Reduced Case Volume, Increased Customer Joy: The ServiceNow Impact at Zoom

    With the help of ServiceNow CSM Zoom managed to reduce the case volume, ultimately delivering happiness for both employees and customers alike. 

    Ready to Replicate Zoom’s Success? ServiceNow Can Help

    In today’s tech-driven world, small businesses to enterprises focus on achieving agility in internal operations to become a customer-favorite company. ServiceNow is trusted by world’s 85% Fortune 500 companies to empower their employees to work better. 

    The success story of Zoom is a testament to how ServiceNow can help an organization streamline HR operations, IT service delivery, compliance requirements, and customer service management. You can also achieve the same results with the help of ServiceNow platform, and Cyntexa’s expertise in ServiceNow consulting. Let us know what’s holding you back, and we’ll help you to overcome them so you can achieve what you desire. 

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