A healthcare technology provider cut mean time to resolve by 20%, increased case deflection by 30%, and shortened customer onboarding by 40% after moving its customer support onto ServiceNow Customer Service Management with MadeLogic.
The customer.
The company builds technology that hospitals and health systems rely on every day. Its support organization is responsible for more than answering questions: it brings new customers live, keeps installed systems running, and is the first call when something at a customer site stops working.
For this business, support quality is part of the product. A slow answer is felt by clinical and operations teams on the other end.
The challenge.
As the customer base grew, the support model did not scale with it. Requests arrived by phone and email, and agents pieced together the customer's history from more than one system before they could begin work. Cases were routed by hand, so the right specialist was often the second or third person to see an issue.
Customers had little visibility. There was no single place to open a case, check its status, or find an answer without calling. Onboarding a new customer depended on manual coordination between teams, which made timelines hard to predict.
The goal was specific: resolve cases faster, let customers help themselves where they could, and make onboarding a repeatable process rather than a one-off effort each time.
What MadeLogic delivered.
MadeLogic designed and implemented ServiceNow Customer Service Management as the single system for customer support. Six capabilities were in scope:
- CSM Configurable Workspace. One screen for agents, with the customer, their history, and the open case side by side.
- Case management. A consistent case lifecycle for support and onboarding work, with clear ownership and service-level tracking.
- Knowledge management. Articles written from resolved cases, available to agents in the workspace and to customers in the portal.
- Advanced Work Assignment. Cases routed automatically by skill, availability, and workload, so they reach the right agent first.
- Business Portal. A self-service front door where customers open cases, track status, and search knowledge.
- IVR integration. Phone calls connected to the platform, so the caller is identified and the agent starts with context instead of questions.
The approach.
The work started with the support process, not the product. MadeLogic mapped how cases and onboarding actually moved through the organization, removed the handoffs that added delay, and then configured the platform to match the simpler version.
The implementation stayed close to out-of-the-box. Standard CSM capabilities were configured rather than customized, which keeps the platform straightforward to upgrade and easy for the customer's own team to run.
The results.
Mean time to resolve fell by 20%. Agents work from one workspace with the full customer record in front of them, Advanced Work Assignment puts each case with the right person at the start, and the IVR integration means phone cases arrive with the caller already identified.
Case deflection rose by 30%. Customers now find answers in the Business Portal before they open a case, drawing on a knowledge base built from the issues the support team resolves most often.
Customer onboarding time dropped by 40%. Onboarding runs as structured case work with defined steps and owners, and new customers can follow progress in the portal instead of waiting for an update.
The support team now runs on a single platform, with one view of every customer and a process that holds up as volume grows.