Escalated Cases Resolved Faster with ServiceNow

Our client, a Fortune 500 payer and one of the world’s largest providers of integrated health services, needed a modern platform solution to replace their legacy case management system for their Consumer Affairs team. Due to the extra level of sensitivity and urgency in resolving these cases of escalated customer complaints, an out-of-the-box solution would not work for their particular use case. Veracity leveraged ServiceNow to develop a custom scoped case management application which extended the Customer Service Management module. The new solution provides data protections needed for sensitive information and manages each case, associated tasks, notifications and SLAs through the lifecycle of remediating the complaints. It also leverages other platform options such as Knowledge Base and Performance Analytics, providing a seamless flow of information to the management team while improving case closure KPIs.