Success Story: State Agency

Pathways was awarded work through an RFP  for a state government agency that struggled with outdated systems like spreadsheets and email. This made it nearly impossible to deliver consistent, high-quality service to their clients. When they decided to modernize their approach, Pathways Consulting Group stepped in to chart a new course, turning operational inefficiencies into a data-driven success story.

Challenge

The agency had fragmented processes across four distinct contact centers. Each operated independently, creating silos that stifled efficiency and made interdepartmental collaboration almost impossible. Their reliance on outdated tools left them unable to measure metrics like call volumes, first-call resolution rates, or customer interaction trends.

Further complicating matters, one of the agency’s lines of business handled sensitive personally identifiable information (PII). This required stringent controls to ensure data security, yet their current systems lacked the sophistication necessary to do so. The agency’s overall goal was to modernize its operations and adopt a unified platform to improve customer interactions, harness valuable data insights, and support the diverse needs of the Commonwealth.

Solution

Pathways Consulting Group was awarded the RFP because of its clear vision to an approach to help the agency reimagine customer service using the ServiceNow platform. The implementation began with the creation of separate knowledge bases configured to each line of business, streamlining information management.

The ServiceNow Customer Service Management (CSM) application was carefully configured. This included setting up accounts, contracts, and contact information while implementing structured workflows to optimize work assignments and agent availability. Service Level Agreements (SLAs) were introduced to drive accountability, and automated notifications improved responsiveness.

Pathways also conducted hands-on workshops, empowering leaders and team members to create their own reports and dashboards. To improve its contact center capabilities, Pathways integrated ServiceNow with the agency’s multi-channel platform. 

Outcomes

The agency’s transformation was profound. The agency achieved a level of efficiency that had previously seemed unattainable. Teams have access to comprehensive data and actionable insights, allowing them to identify trends, monitor performance, and make smart, informed decisions to improve customer service outcomes.

Security improvements were equally significant. The line of business managing PII data saw enhanced controls that protected their sensitive information, ensuring compliance with stringent security requirements. Despite initial challenges, the agency quickly embraced the platform and now uses its capabilities to pursue additional ServiceNow applications.

The success of this implementation strengthened the agency’s trust in Pathways. They entered into a support contract to ensure continued optimization of their ServiceNow environment.