The challenge
CBTS, a leading technology provider serving dozens of Fortune 500 and Global 2000 companies, wasn't leveraging a customer-facing portal — and the result was too many calls to its Service Desk.
- High Service Desk call volume from customers chasing status updates
- No easy, modern way for customers to self-serve the information they needed
- Significant time spent manually pulling customer-specific metrics on request
The solution
CBTS built a ServiceNow Service Portal with data accessibility as the top priority, embedding VividCharts to surface customer insights without leaving the portal experience.
- High-level customer insights on the portal landing page, matching its look and feel
- Detailed report pages for customers who wanted to explore deeper
- Delivered with VividCharts expertise from implementation partner CloudPires
The results
Within months of launch, the portal changed how customers engaged with CBTS — and freed the team from manual reporting.
- 120% increase in self-service adoption in the first three months
- Fewer Service Desk requests for routine status updates
- Sustained daily portal activity with no rise in ticket volume
- Time reclaimed from manual, customer-by-customer reporting
"Since implementing VividCharts we have seen a steady growth in customer self-service. VividCharts has reduced requests to the Service Desk for status updates, decreasing unsanctioned effort." — Keith Talbot, Director of Service Management, CBTS