Paychex improved support efficiency and agent productivity by integrating ServiceNow with BeyondTrust, creating a smoother workflow where every second counts. Over more than a decade, the company streamlined processes to reduce frustration for both agents and customers. The effort began with building an internal knowledge base, which later expanded to client‑facing support teams. Now managed by the Senior Knowledge Reporting and Tools Engineer, the integrated system empowers employees with quick access to the information they need, enhancing service quality and operational effectiveness across the organization.

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