Job to be done Manage a huge increase in unemployment benefit claims caused by COVID-19 Solutions to do it - S ervic eNo w ® Customer Service Management - ServiceNow ® Virtual Agent - S ervic eNo w ® Knowledge Management What we did Improved customer service with automated processes and increased citizen options And handled 150,000 claimant cases in six weeks So that they could pay $ 741M in benefits in five months We supported 475,000 interactions with Virtual Agent in six weeks It will take time to finally eliminate the claims backlog, but the situation would have been a lot worse without ServiceNow. Darryl Scott Director of the Division of Unemployment Insurance, State of Delaware Department of Labor implements ServiceNow to cope with a tsunami of bene

Join for free to read