AI-Powered Enterprise Service Portal Transformation
A Strategic Case Study: AWS, ServiceNow, and McKinsey Frameworks
Executive Summary
This initiative leveraged generative AI and automated workflows to revolutionize the enterprise service experience, reducing ticket resolution time by 45% and increasing employee satisfaction scores by 60%.
The Challenge
Fragmented legacy systems, manual entry bottlenecks, and lack of real-time visibility across global service desks were hindering enterprise agility and increasing operational costs.
The Solution
Implemented an integrated ServiceNow-AWS solution using McKinsey-led change management strategies. Centralized AI-driven triaging and automated self-service portals.
Key Outcomes & Impact
- Efficiency: 30% reduction in IT operational overhead within the first 6 months.
- Scalability: Successfully handled a 200% increase in volume during peak merger periods without adding headcount.
- User Experience: Unified portal interface reducing “swivel-chair” work for support agents.