Transforming Customer Experience

Empowering your teams with the right tools and technology to continuously generate ‘aha moments’ for customers and deliver instant satisfaction.

Increase customer loyalty with connected digital workflows.

Driving seamless customer experiences in the digital age requires going beyond conventional customer services and aligning processes and operations that continuously delight the customer. From expecting speedy and hassle-free issue resolution to a seamless cross-channel experience, today’s customers are more demanding than ever. Go from being reactive to a proactive enterprise that delivers unified experiences based on integrated data and connected teams.

LTI is your trusted partner to transform the customer experience by connecting customers, employees, and IT. Our solution, powered by ServiceNow, helps customers navigate easily across channels, empowers front office agents to easily route customer service requests to the right function and track real-time SLAs, and enables the back-office to get a single view of service tickets for easy collaboration across teams and faster time to resolution.

Pivot from traditional customer services to customer delight by breaking down silos and bringing in proactive customer services enabled by ServiceNow.

Enhance customer service efficiency
  • Deliver personalized experiences with knowledge base, chatbots, and communities
  • Leverage persona-driven customer service portal
Increase agent productivity
  • Automate workflows reducing agent time to work on cases
  • Intelligent case assignment routing based on skills, location leading to faster resolution
  • Empower agents with proactive issue identification and resolution
Consolidate systems and IT assets
  • Decommission legacy CRM systems
  • Reduce infrastructure footprints and lower upgrade costs
Empower field services teams
  • Complete work first time with dynamic scheduling, central dispatch, asset, and cost management

Accelerate Your Journey to a Modern Digital Enterprise with ServiceNow

Standardize
  • Self-service resolution to common requests
  • Workflow agent routing
  • Real-time notifications & portal updates on cases
  • Omnichannel experience
Optimize
  • Consumer-grade self-service
  • Fast orchestrated resolutions for complex issues
  • Integrated with IT issues, internal changes & problems
  • Optimized user experience through intuitive UI for self-service
Transform
  • Proactive service, based on learned preferences
  • AI-informed actions and assistance
  • Community-enabled live interaction with other consumers/customers
  • Field service on asset-related cases resolution

To learn more about our customer experience capabilities

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Case study