Putting Employee Experience First

A global animal health company improves the employee experience at its service desk.

With the formation of a new company came the opportunity to create a service desk that empowers employees to do their job. 

One of the world's largest producers of medicine and vaccinations for pets and livestock began as a subsidiary of its parent company and spun off to become a $5 billion “start up.” Today it sells products in more than 100 countries and employs more than 9,000 professionals around the world. 

Upon becoming an independent company, it needed to quickly stand up its own processes, infrastructure, and tools. Company leaders knew that a new service desk model would bolster IT’s reputation and increase productivity. 

The company turned to CAI to put in place a customer-centric, “high touch” service desk solution with one main goal: make employees happy.  

CAI implemented ServiceNow® to support the company’s new IT Service Management (ITSM) process design, including incident, problem, change, and configuration management. In addition, CAI developed a number of custom applications and implemented numerous integrations to give the company seamless control of its new infrastructure. 

By tightly integrating with the company’s ServiceNow® platform, the service desk created its own feedback channels to feed business intelligence back to IT management. This way, the company could target customer experience opportunities and build the relationship it wanted between IT and the end-user community. 

Today, 99 percent of the employees say they are satisfied, and 95 percent say they are very satisfied. 

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