Overview
A global American financial services company struggled with delayed incident resolutions due to manual workflows between their ServiceNow platform and a provider’s Salesforce Service Cloud. To improve the interaction between their systems, they partnered with Tech Mahindra. We built an API interface for the client, enabling real-time case exchange, feed updates, and file transfers.More
A global American financial services company struggled with delayed incident resolutions due to manual workflows between their ServiceNow platform and a provider’s Salesforce Service Cloud. To improve the interaction between their systems, they partnered with Tech Mahindra. We built an API interface for the client, enabling real-time case exchange, feed updates, and file transfers. This reduced case aging, streamlined operations, and introduced scalable API capabilities for future client onboarding.
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Client Background and Challenges
The client is a leading American multinational payment company with global operations. They facilitate payment processing primarily between merchant banks and card-issuing institutions. With a worldwide presence and $25.69B in revenue, it serves both B2B and B2C markets in the BFSI industry.
Our Approach and Solution
Tech Mahindra developed an API interface that allowed seamless communication between ServiceNow and Salesforce Service Cloud. This API interface additionally
- Established a roadmap for expanding the integration to include problem management and change request management.
- Developed a generic architecture allowing rapid extension to other clients of the provider with simple configurations.
- Designed the API interface to support multiple customer entitlements with scalable configurations.
- Implemented dedicated queue routing for client-specific case handling
Business and Community Impact
- Operational Effectiveness: Automated case routing to specific queues for dealing with client cases. The automated case routing has reduced idle time in identifying the source, criticality, and corresponding ownership of cases.
- Innovation: The generic API interface created is highly scalable for future client onboarding, requiring only a few metadata records in Service Cloud.
- Real-Time Tracking: The client can now track case statuses in Service Cloud directly from ServiceNow. Additionally, the client can view and upload files related to incidents in Service Cloud, which are linked to ServiceNow.