A Fortune 500 healthcare enterprise partnered with Work4Flow to deploy ServiceNow Now Assist capabilities across ITSM, HRSD, and ITOM to improve agent productivity and end-user experience for nearly 400,000 users.
Work4Flow's structured execution, readiness validation, and delivery support helped accelerate the rollout while reducing risk and improving outcomes, delivering accelerated case resolution and enhanced operational efficiency.
An enterprise healthcare organization needed to accelerate case resolution, streamline operations, and improve agent productivity across ITSM, HRSD, and ITOM functions.
Work4Flow partnered with the customer to translate business needs into an actionable, low-risk execution plan. The organization sought to leverage AI capabilities to enhance productivity for approximately 16,000 fulfillers and deliver improved self-service capabilities to 380,000 end users.
Work4Flow's execution and readiness approach delivered measurable value by enabling the customer to maximize the impact of Now Assist.
AI-powered summarization reduces time spent reading lengthy tickets and automated resolution notes generation improves closure efficiency.
Reduced manual effort across 16,000 fulfillers and improved operational efficiency through AI-assisted workflows.
AI-generated summaries and suggested next steps reduce manual triage. Analysts spend more time resolving issues, less time interpreting.
Consistent resolution data through automated note generation and better knowledge base content through AI-assisted knowledge generation.
380,000 users empowered with AI-enhanced search, reducing dependency on agent support for routine inquiries.
Work4Flow leveraged a structured enterprise implementation methodology across five phases to ensure readiness, governance, and acceleration:
Post-deployment learnings highlighted areas for continued operational optimization.
This enterprise Now Assist deployment demonstrates how an execution-focused partner like Work4Flow drives measurable operational impact.
By operationalizing Now Assist across ITSM, HRSD, and ITOM, the organization accelerated resolution, improved productivity, and expanded self-service adoption.
Work4Flow's structured approach and execution excellence set the foundation for continued AI adoption and operational excellence.