Opportunity:
Entering into an existing ServiceNow platform, Contender was tasked with providing Service Now development support for more complicated features. Working in tandem with their existing Service Now delivery team, one of the many features Contender provided was the implementation and support for the Advanced Work Assignment (AWA) chat capabilities.
AWA Chat would provide routing and fulfillment of work items and tasks to support new and existing student’s enrollment needs during the upcoming fall semester. After the initial assessment for development, testing and implementation, and schedule constraints, Contender determined that we could provide this capability rapidly.
Our Approach and Recommendations:
AWA Chat Development Implementation
The Contender team implemented service channels, customized conditions, layouts, queueing and capacity according to the business support teams’ needs to handle their capacity for various work items defined by the School of Medicine. This could be used by either staff or students directly in order to expedite solutions to their issues.
The Results
Within one month, the client was able to test and implement this functionality, prior to “full” fall enrollment. Contender continued providing the client’s delivery team training and support often engaged to fix complex development issues quickly. Because of the initial success, the client established a template to implement and train other college schools on seamlessly utilizing AWA Chat. This feature can now be expanded for other use cases according to their strategic roadmap. The client now has the capability of maturing their internal “business” processes through the innate use of metrics, performing various root cause analysis and process improvement based on real data and transparency provided by the metrics implemented.
