Juniper Case Study

CX Solution

ServiceNow – Juniper Network

Background

The company uses ServiceNow to define, manage, automate, and structure IT services efficiently. Juniper Mist, powered by Mist AI and machine learning, provides advanced wireless assurance by automating troubleshooting and network operations to deliver optimal performance and reliability.

Business Challenge

Consolidated view of Real time Network Related Operations in ServiceNow was not available Group Level Management Level access was limited. Market place App featuring such application was available.

Sandeza Solution

Integration between ServiceNow and Juniper/MIST via Integration Hub and UI Builder for Reporting. Dedicated Agent Network Workspace across IM, PM, CM, RM Customizable widgets across Network Health, Vulnerabilities pages

Results and Benefits

The integrated solution automated data sync between systems, improving First Contact Resolution (FCR) by 11%. Streamlined escalation management further reduced Average Handling Time (AHT) by 10%, ensuring faster issue turnaround.