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Cole, Scott, and Kissane Enhances IT Services with 3CLogic

In a significant move to modernize its IT service desk, Cole, Scott, and Kissane (CSK), Florida’s largest civil defense law firm, has announced a partnership with 3CLogic, an industry leader in AI-powered contact center solutions specifically designed for ServiceNow. This collaboration aims to streamline operations, improve employee experiences, and deliver better service overall.

The Challenge of Inefficiency

CSK boasts an impressive workforce of over 1,250 employees, including 580 attorneys, and operates through 13 offices. However, the firm faced considerable challenges due to inefficiencies arising from their call center operations. The lack of seamless integration between their service desk and ServiceNow meant that agents were often bogged down by fragmented workflows, requiring them to navigate multiple platforms to access vital employee information and performance data. This inefficiency can waste as much as 33% of an agent's workday, contributing to slower response times and elevated operational costs.

Enter 3CLogic

Recognizing the critical need for a modern solution, CSK chose 3CLogic for its ability to provide true integration with ServiceNow ITSM (IT Service Management). The AI-driven capabilities within 3CLogic's platform are designed to enhance daily operations significantly. The solution encompasses a range of features designed to ensure smooth and effective service delivery, including:

• - Omnichannel Agent Workspace: All digital workflows from ServiceNow, such as email and chat, will now be integrated with 3CLogic’s voice and SMS channels. This means agents can manage all interactions through a single interface, improving efficiency and response time.

• - Automated Workflows: Routine requests will be intelligently routed through voice self-service options, allowing users to connect with live agents only when necessary. This feature enhances call deflection and expedites service for all users.

• - Advanced Features for Critical Issues: The solution offers specialized routing for VIP customers and major incidents that prioritize urgent support requests, ensuring that critical instances receive immediate attention and care.

• - Comprehensive Reporting and Insights: With insights and data fully integrated into ServiceNow’s Performance Analytics, CSK can now consolidate operations into a single administrative view, granting greater visibility and control over service desk performance.

Positive Impact from Deployment

The initial deployment of 3CLogic's system has already shown promising results, with improvements in various operational aspects. Jason Thomas, CSK's CIO, noted that since implementing ServiceNow in conjunction with 3CLogic, the firm has witnessed tangible enhancements in call resolution times and agent productivity, while user satisfaction has experienced noticeable growth. The comprehensive features of 3CLogic have streamlined workflows, reduced response times, and bolstered the firm’s ability to provide proactive support, reaffirming their commitment to exceptional IT service delivery.

Looking Forward

The partnership sets the stage for continued growth and evolution at CSK. Future integrations of advanced AI capabilities from 3CLogic, including Speech Analytics and GenAI call summarization, are anticipated to enhance real-time performance insights and further alleviate manual tasks. Given that GenAI can potentially lower operational costs by up to 20% while boosting revenues by 10%, the financial incentives are just as compelling as the operational improvements.

Matt Dunkin, SVP of Sales at 3CLogic, expressed enthusiasm about the collaboration, emphasizing the importance of experience in both employee and customer interactions. He noted that a centralized platform, equipped with AI-driven capabilities, is vital to pushing for streamlined support and sustaining long-term growth.

3CLogic is actively engaged in promoting its AI-powered solutions for ServiceNow, with plans to showcase updates and the platform's capabilities at upcoming events, including the ServiceNow Summit in Boston and ServiceNow Knowledge 2025. For organizations looking to enhance their service delivery through innovative technology, the partnership between CSK and 3CLogic represents a blueprint for success in modern IT service management.

About 3CLogic

3CLogic operates on the cutting edge of customer and employee experience transformations by delivering patented AI-powered cloud contact center solutions. With a focus on enhancing leading CRM and Customer Service Management platforms, they empower organizations with various innovative capabilities including agent automation, intelligent self-service, and AI-powered sentiment analytics, all crafted to improve interactions across IT, employee, and customer services. To learn more about 3CLogic and its offerings, visit www.3clogic.com.