How Teleperformance Transformed Its Digital Workflow with ServiceNow and AI

Customer experience is at the core in outsourced customer experience business of digital business services. No less important, however, is equipping the huge worldwide workforce that delivers that experience. Teleperformance, the world leader in outsourced customer experience management, understood the two-edged challenge. They set out on a courageous digital transformation to push worker experience, simplify IT globally, and implement AI-powered tools for much greater productivity.

To bring this vision to reality, Teleperformance looked to the ServiceNow platform. Their approach was to aggregate their entire service ecosystem, automate mundane tasks, and provide support to their hundreds of thousands of employees globally in real-time and transparently.

What Was Holding Teleperformance Back?

Operating across more than 80 countries and serving an enormous number of employees, Teleperformance had a large operational challenge in its hand. Their IT infrastructure was heterogeneous, with several packages of ITIL being deployed, resulting in inconsistencies as well as wastages geographically. The ad hoc approach hindered homogeneous standards and support.

The mundane tasks wasted precious employee time because the processes were manual in nature, diverting attention from more critical, value-added tasks. Furthermore, their then-current remote support infrastructure had not offered smooth integration, with a direct bearing on response times and total efficiency if technicians would have to support staff remotely. There was fragmented knowledge management over these problems; employees could not access information instantaneously because it was distributed across various knowledge bases. Teleperformance knew that the resolution to these problems was the door to providing consistent global operations and an improved employee experience.

The Transformation with ServiceNow

In order to solve these urgent challenges, Teleperformance launched an initiative of strategic sets of solutions on ServiceNow's platform. Their general purpose was to bring their digital world together and enable their global workforce.

They started by unifying their various ITIL platforms into one unified ServiceNow platform. This provided much-needed standardisation and flexibility to their entire global operations. Glancing into the automation future, Teleperformance also implemented cloud-based AI solutions into ServiceNow. This enabled them to automate mundane work so that their employees could concentrate on higher-impact, strategic tasks.

In addition, to improve support capabilities, they integrated ScreenMeet into ServiceNow. The integration allowed the technicians to deliver real-time, AI-based support on customers' endpoints, greatly increasing remote support. Lastly, to fight fragmented information, Teleperformance implemented a centralised knowledge management system. This enabled employees greatly to access and share important company information, making the organisation more informed and efficient.

Rolling Out the Digital Backbone

Teleperformance undertook this switch with agility and smooth implementation in its far-reaching global footprint. The single IT platform was deployed smoothly, minimalising usual operations to the barest minimum and pushing for rapid take-up by employees.

To enable this transition, large-scale training sessions were conducted globally. The training sessions familiarised employees with the new systems and tools, allowing them to seamlessly adapt to the redesigned workflows and leverage the full potential of the new platform. Perhaps above all, Teleperformance also implemented feedback loops so processes could be optimised continually and any emerging problems solved in real-time, ensuring the platform catered to the needs of their multilingual employee population.

Concrete Outcomes and Enhanced Employee Experience

The digital revolution brought enormous positive effects to Teleperformance's operations across the world:

• Higher Productivity: AI integration for automating duplicate jobs made an appreciable difference in overall worker productivity.

• Better Employee Experience: The simple-to-use, integrated system along with improved support frameworks directly enhanced employee satisfaction and facilitated easier working on a daily basis.

• Enhanced Remote Support: Incorporation of ScreenMeet significantly enhanced remote support effectiveness, enabling quicker resolution of issues and much improved customer support experience globally.

• Simplified Operations: Merging disparate systems and creating centralised knowledge management eliminated duplications, reduced errors, and simplified overall operations considerably across regions.

The Road Ahead: Continuous Innovation

Based on its record-breaking growth from this first change, Teleperformance is not sitting on a laurel. The company views this leap digital as a good base from which to continue innovating and further improve its services and employee experience. What the future holds for them are:

• Growing AI Capabilities: Teleperformance is poised to continue adopting more cutting-edge AI solutions. This will continue processing automation, improving decision-making in the firm, and driving still more efficiencies.

• Service Integration Expansion: The unified ServiceNow single platform holds enormous scope for expansion. Teleperformance seeks to increase its footprint across other business functions, embracing a healthier, more integrated digital ecosystem across the organisation.

• Investment in Innovation: In order to ensure its leadership status, Teleperformance ensures that it keeps itself abreast of technology innovation. Continued investment in innovation will allow them to keep raising the bar on service delivery and driving employee engagement across the globe.

Teleperformance's ServiceNow digitalisation is a compelling example of how a global market-leading digital business services player can use technology in a strategic way to overcome operational complexities, significantly drive employee experience, and create a robust, future-proof digital foundation.