ScreenMeet: Upgrading ServiceNow’s Remote Support

Ben Lilienthal, Co-Founder and CEO
The COVID-19 pandemic has, in a lot of ways, changed how we interact with our friends and peers. It is not to say that we were not using social media to keep up with our loved ones before the pandemic. But the pandemic has not only pushed us to the brink of a colossal social media boom but also made them a part of our day-to-day business activities as well. As the era of remote working is finally hitting off big time, our boardroom meetings have been replaced with Zoom calls. Similarly, back-end IT support teams now rely more on remote access tools than ever before.

Interestingly, this revolution in virtual media communication is not limited to four walls of a business; many companies are now leveraging a combination of these tools for extending support to their consumer and employee bases as well.

Digital communication tools, in that regard, are gaining more traction to fuel the move toward true omnichannel communication for both IT as well as customer support. However, in reality, many businesses still struggle to create true multichannel support for their employees and customers despite the availability of many digital communication tools. This is because most of the market available communication tools rely on disparate end-user computing (EUC) frameworks that are not designed to work cohesively together.

Fortunately, flipping this script is ScreenMeet. The company has developed a cloud-native, in-platform, remote support solution that easily integrates with popular CRM/CSM/ITSM platforms like ServiceNow, Salesforce, and Microsoft Dynamics, among others. ScreenMeet’s communication tool empowers its clients’ sales, service, and support teams in delivering meaningful and one-on-one online interactions between employees or with customers via voice, video, screen sharing, and remote access options. “So essentially, we took the disparate EUC paradigm of different communication modules and inverted it by moving their computational functions to the cloud. This move has given us better integration capabilities with CRM, CSM and ITSM platforms than ever before,” explains Ben Lilienthal, cofounder and CEO of ScreenMeet.

A True Revolution in Remote Support Communication

Lilienthal notes that even before the COVID-19 pandemic, ScreenMeet had been extending ServiceNow’s existing selfservice and digital channels through voice, video, cobrowsing, screen-sharing and remote takevoer. So, businesses using ServiceNow ITSM and CSM platforms were able to support their employees and consumers effortlessly even during the tumultuous time of the pandemic and keep their operations afloat. With ScreenMeet, ServiceNow users no longer need to create additional user accounts on different remote communication platforms or worry about the security of their business data. As such, businesses can add on-demand voice, video, screen sharing or remote takeover features within ServiceNow using ScreenMeet’s innovative in- platform, remote support solution and drive faster resolutions for standard IT support, or consumer inquires.


The company has developed a cloudnative, in-platform, remote support solution that easily integrates with popular CRM/ITSM platforms like ServiceNow, Salesforce, and Microsoft Dynamics, among others

The support sessions launch right from businesses’ ServiceNow ITSM/ CSM platform, and businesses can generate and share a session link through chat, in their app, or over the phone.

Businesses can also easily switch from basic chat to video, screen share, cobrowse or remote takeover to walk their customers through a complicated process. “While doing so, security is of utmost importance to us. Our cobrowse solution lets you mask sensitive data and remote control end-users’ mouse and keyboard if necessary,” says Lilienthal. All of this helps in resolving the customer issue more seamlessly without having to worry about data security or privacy. Once the support session is over, the data about the interaction gets saved in the ITSM/CSM platform itself. Also, any case or incident files that are transferred or support recordings created on the platform can be written to the users’ preferred cloud containers. Thanks to such well-thought-out features and functionalities, businesses using ServiceNow can securely add multiple communication channels to their support strategy and increase first call resolution for their clients.

At this juncture, Lilienthal shares a recent success story where ScreenMeet helped a leading hospitality business— using the ServiceNow platform—find a better way to deliver remote IT support to its growing list of franchisees. The client’s primary objective was to provide support for franchisees that are installing, upgrading, or troubleshooting their solutions for managing reservations and other typical business processes. When the hospitality business, implemented ScreenMeet into their ServiceNow platform, it helped them increase their first contact resolution by 30 percent and create a community of happy hotel operators across the world. The hospitality business is now leveraging ScreenMeet’s data recording capabilities to identify common and frequent issues with the software their franchisees rely on. Going a step further, the client is also mitigating any IT issues faster, before more franchisees begin to encounter them.

With many similar success stories under its hood, ScreenMeet is now poised to double down on the next generation of communication and collaboration in the ITSM and CSM space. The company is already experiencing significant growth in its client base. And with this favorable wind under its wings, ScreenMeet is now focused on augmenting its communication solution for ServiceNow platforms and bringing forth a truly digital world. “All in all, we want to create an effortless user experience for both the individual offering and receiving IT or customer support,” concludes Lilienthal.

Company
ScreenMeet

Headquarters
San Francisco, CA

Management
Ben Lilienthal, Co-Founder and CEO

Description
ScreenMeet’s modern cloud solution helps organizations worldwide transform digital interactions by providing best-in-class customer, employee, remote work, and remote support experiences. ScreenMeet has developed a cloud-native, in-platform, remote support solution that easily integrates with popular CRM/ITSM plaforms like ServiceNow, Salesforce, and Microsoft Dynamics, among others. ScreenMeet’s communication tool empowers its clients’ sales, service, and support teams in delivering meaningful and one-on-one online interactions between employees or with customers via voice, video, screen sharing, and remote access options

ScreenMeet