A global alcoholic beverage company is updating its human resources operations by adopting 3CLogic’s AI-powered contact centre solution integrated with ServiceNow’s HR Service Delivery (HRSD). This setup aims to streamline processes and improve employee interactions.
Known for its iconic distilleries and brands distributed across over 100 countries, the company’s operations generate more than $1 billion in annual revenue. However, its HR systems faced challenges from fragmented tools, siloed technologies, and growing demands for personalised, AI-enabled employee support. Adding to the complexity, overlapping CRM and contact centre systems drove up costs and reduced efficiency.
To address these issues, the company partnered with 3CLogic and ServiceNow to create a centralised platform for employee support. The solution combines AI-driven automation, omnichannel communication, and intelligent agent tools with detailed analytics. This enables HR teams to provide faster, more tailored support to employees.
The integrated system simplifies workflows, supports better call handling with voice and SMS integration, and embeds comprehensive reporting within ServiceNow’s analytics tools. As a result, the company anticipates improved efficiency, better employee engagement, and lower operational costs through enhanced call deflection and proactive service management.