welcome to another episode of Glide chat my name is Michael Lombardo with me is Guillaume from 3C logic yon what's up man hey Mike what's up mayor of servicenow oh the mayor of service now that that's what they that's what I call me to get it promoted I've been promoted yes yes yes self-promotion it's great should try it gee thanks for uh joining me today and um you know first of all I just want to like start off by saying thank you for the partnership over the years you know uh it's been exciting to watch each other grow um I think we've always been kind of rooting for each other and uh even though you work with a lot of different partners I I allow it it's okay you know I won't I won't hold that against you um but why don't you start off by telling us a little bit of you know for those who may not know what what is 3C logic yeah so I mean so look we're in some cases I I joke we're within the service not Community we're the best kept secret although it's becoming increasingly hard to maintain it that way right yeah and you're right we grew up together right we've seen the you know almost a decade right we've crazy we knew and thought of service now as cool before everybody else did but uh in the you know to your question about what 3C logic is we're an ISP we're a technology partner of servicenow uh built on Amazon Cloud our specialty is really well you could put us in the contact center space uh for lack of a better uh you know uh grouping really we are we do everything that's voice and SMS enablement of servicenow we are on telephony stack we have everything from ivr and call queuing and and so forth but we do it with a very surface now Centric approach um simply because we have uh our mindset uh or our view is a little bit different uh than most traditional contact center platforms we don't want to be the system of record yeah you know we imagine that agents uh administrators and supervisors of those service desk teams you know it could be patient serving it could be Citizen Services could be customer facing employee uh HR Services it doesn't really matter that those teams they want their agents to operate where the work is happening right and that's that's a platform like servicenow so we've architected ourselves to be an extension of the servicenow platform Without Really competing with any of its capabilities yeah no that's great and like the way I've always looked at it is yeah just like you said you sit on top of servicenow and at the end of the day you're saving time for the agents right reducing call wait times is that is that is that accurate it's it's not wrong and I would argue it goes It goes a step further look every organization right now has an obsession with going to the cloud rightfully yeah it's more flexible you can do more there that's fine but the fact is that you know you look at the contact center space you look at you look at sales you look at service right there's a there's platforms for all of those things and so even if they're in the cloud um you know as an organization you're probably using a little bit of everything and so you're still swivel chairing between platforms you actually haven't addressed the siled um you know environment that most Enterprise find themselves in where they have too many platforms most of them overlapping with each other and really you know if you do it right and you're able to create one single technology stack and you start with a foundation like servicenow right and maybe it's pulling from other areas but it ends up being sort of your single system of truth from which you then operate from then you can layer on use cases like our own contact center Voice SMS capabilities and so forth and so you do solve for the agent you do lower call times you also do call deflection right yeah those people towards digital channels um you can you know deflect mundane calling queries like does a password reset request does it really need to go to a live agent yeah and you afford the organization the luxury to spend more time serving customers yeah you still need to call because their inquiry is time sensitive complex yep now that's the agent side of the equation but you also solve for the administration right supervisors don't want you know they have to report to people you know what what are you know what are our metrics you know uh you know how are we performing if all that data you know call data is in one place chat data is in another case and ticket management is in another you know they're spending their time creating Excel sheets instead of actually spending their time you know understanding quickly what the data reveals and then you know responding in in kind they also want to be able to do this stuff without having to rely on on other I.T or Technical Resources right so what we solve for is just like servicenow we've basically simplified and digitized the ability to create contact center workflows the same way you create chat or virtual agent designer experiences without having to have a telecom background now you can focus on the experience and work backwards oh that's awesome and can you can you give like I think what I'm seeing obviously we're seeing like crazy kind of economic landscape right now you know a lot of companies laying off unfortunately having to do reductions and work for course and you know everyone's asking those questions right now is how can we do more with less right so what a topic that always comes up is is incident deflection is called deflection because you give maybe like an example around that of like what like how 3C logic would help with a call deflection uh just just a real just any use case I'll give you two short ones right okay cool so state of Delaware yeah I know I'm not familiar with them you're familiar with them Mutual customer of ours well here's here's their story from the contact center side of the equation right so they platformed on servicenow um it's their insurance and and benefits and and claims department during covid they were tasked with Distributing you know funds and also receiving claim requests as well as receiving fraud requests yep they went from getting 120 000 calls a year to 190 000 calls a month wow it's a lot right well it was all going into an inbox a voicemail inbox because the Overflow that's where it was going and then you literally had a person who was listening to the voicemail transcribing it and putting it into a service now ticket then assigning it out and the influx was was was coming in Faster today could nail the water out right we we were able to automate all that in that hey we'll transcribe the voicemail we'll Auto create a a task and service now a ticket we're gonna sign it you know servicenow business rules are going to assign it to a case agent and hey you know let's allow the case agent to make a call directly out of service now have that call recorded and and and historically stored in service now so you have that context and all of a sudden they were able to scale their operations without having to increase head count well I'll give you another example Cleveland Clinic yep um in their case you know they were getting calls about everything everything from a password reset to things that were more time sensitive right you know when they deployed servicenow and on top of it with 3C logic they were able to say hey when there's an outage the Erp system is down I'm making it up right yep why don't we automatically notify incoming callers hey the Erp system is down in fact if you're calling from this specific yeah we already know we already know but I'll just do your favor I'll create a child ticket I'll I'll send you an SMS link you can follow the progress there and now you don't have 5 000 people waiting to tell you something you already know yeah can you make room for number 5001 who's calling about something completely that's real especially in healthcare you know this patient care compromise right and we don't need people that call in about an outage that we already know about to hog up those phone lines right so I mean that that could actually result in save lives I know I know it sounds a little no it's true it's the truth because it also saves money I mean one clinics since working with us has actually acquired other Hospital organizations yep and the interesting fact is that they've done so without having to increase the size of their service center yeah that's that's that's the level of efficiency that a combination of servicenow and 3C logic brings that that's amazing yeah and um you know it's pretty interesting that the transcribing an incident and I never really thought of that even be in a use case because when you transcribe them into incidents you could have somebody just sitting behind the scenes not getting bogged down with the back and forth verbally right just getting right to the root cause of the problem if they need to reset a password Grant access right they can do that behind the scenes close the incident and that that can be all handled through you know systematic emails right like just Auto Auto closing Auto assigning Auto completing tasks without that human intervention that's that's amazing so so so you guys are like the service now essentially right that automation that amazing workflow for the phones right for for for everything that servicenow kind of isn't right yeah I mean look servicenow has has now has its digital channels you've got knowledge portal you've got live agent chat virtual agent in fact just voice enabled virtual agents so you could take I heard about that you could take virtual agent topics and if someone call calls about a topic you've already built in Virtual agent we can actually speech enable that entire experience that's that's a whole other as an example of where we're headed and where our mindset is but you know again the the real thing at the end of the day is we're not advocating we don't believe that calls are going to go to zero ever right we believe that we simply believe that not everything should be a call right yeah yeah you do a good job with the help uh for example what you guys do at optimizing your digital experiences and and addressing the mundane and automating things that you know shouldn't require human intervention what you've afforded yourself is the luxury to now give yourself and your service desk and your team um the the time to actually create a human connection and really be able to have enough time to solve a problem that's complex without feeling under the gun is like hey I got to handle 100 calls a day otherwise I'm gonna get in trouble yeah I mean the kpis we're measuring traditionally are no longer the right kpis right it shouldn't be how how many calls did you handle in one day yeah it should be how well did you handle those conversations today and how how quickly were you able to to get people what they needed and back to work right that that's that's the goal focusing on and more important tasks and that goes back to leveraging servicenow as a system of record if whatever's in service now if that context can be used in real time yeah you might I see you're calling um I understand you have an open case or I saw that the last thing you searched on knowledge portal was my Excel is crashing is that why you're calling about let me get you to a Microsoft specialist right away I you know that perception of personalized experiences and efficiency is what's going to keep me if I'm a customer you know an ongoing customer yep or an employee just you know to to have the best experience right and uh people demand it now right our customers are demanding our employees are demanding it you know we we don't we don't we want to get out of the the 80s and 90s support models right for for organizations and um that that's amazing so so gee like what's the future like what do you what what's the what's the I don't know I want to say end game but like what's the the goal of of you and 3C logic and um you know what's what's the future look like well I mean I I think it's going to be a continuation of what we're doing but going you know going further right I mean you look at most organizations you know you're talking about the 80s and 90s unfortunately they're still you know largely stuck there because they actually don't know that they're you know they look at their options as static and they don't realize that there are other new approaches um that can get them to where they want to be faster um and perhaps circumventing what they thought the path was going to be right like they think going to Cloud that's one move but but I you know at the end of the day our goal is to make life easier um so when you talk about what's 3cologic next well we've just finished voice enabling service now um we we do you know call transcriptions and so forth into service now they're moving towards you know uh you know things like sentiment analysis they're going to be doing it for chat is my understanding why can't it necessarily be exposed to other channels including those that we solve for right so you know I think I think expanding or or meeting the expansion that servicenow is driving outside of just it service management but going into customer service management going into employee workflows and experiences going to Patient Care public sector that you're going to see that we're going to be able to take a lot of what we learned and done over the years and start catering it you know at an industry specific level right much like service am I talking to Bill McDermott or what's going on here you know if it ain't broke right I mean smart no they're on the right path yeah industry specific I mean that's that's that's I think that's where I mean that's where everybody's going right because yes we have these Master problems across the industry all of a customer support all of employee support but then you have specific challenges in healthcare specific challenges in government and and same thing like on our side of implementing service now officially right like we have so much visibility and experience with the nuances of different Industries that's right just like you right like you've learned so much you know the state of Delaware that there's a lot of um you know personalized things that work better for state and local government that you notice on Healthcare right again talking about patient care being compromised and things like that like there's so if you can tell that solution driven and more day one out of the box I mean that's that's that's what service now is exactly trying to do if you if you're gonna offer the idea of being able to provide tailored customer experiences and that starts with tailoring industry the the the the technology and the stack that you're on which you're going to build it on right yep you got to have the right tools and we're we consider ourselves one of them but not absolute right servicenow is a big piece of that equation which is why we partner with the likes of you guys is that you have to have an appreciation you have to have learned right you our company 3C logic as well as Glide fast you know to earlier um you know opening we've been around long enough and we've seen enough that it's not just technology but also the Consulting aspect like I've seen these use cases play out here are the best practices and here's how you want to move forward because if you if the foundation is not stable the outcome won't won't last very long right it won't it won't scale or or it just won't have a shelf life that's going to go far far enough that you're not stuck redoing it two years down the road right absolutely 100 that's part of what we bring to the table is is really the joint experiences between our two organizations yeah and saying look I've seen this play out before right I also know where the market is going and you know to be honest the issue has never been the people right agents and so forth they want to help right it's too bad that the ones getting yelled at typically it's been a failure at the technology and implementation layer a hundred percent a hundred percent agree right the structure needs to be there and the environment needs to be there for those agents to succeed that's right right that's right um gee what how how can uh our audience reach out to you and and get maybe in a demo of 3C logic what would be the uh best way to reach out to you guys yeah I mean we've created this really complicated email it's a service now at 3clogic.com I love it it's tough right uh so you can reach us there you can also do info 3clogic.com one way or another uh either one we'll we'll be able to reach out and uh and you know and you know it's an opportunity we'll want to learn about their you know what they're doing today um and then you know start with an idea of here's what the art of the possible looks like you know and only once they understand what's possible can we actually have a meaningful conversation in terms of what's going to be value driving for them up front and down the road and that's that's where our collaboration comes with you guys right we don't deploy service now we don't Implement service now um we know the environment quite well we'll integrate with what you've got but then we'd work side by side with your with your group right in terms of making sure we take a look at the whole picture because contact is just a piece of the overall equation it's it's not the end the end state absolutely and I think your most successful customers have used Glide fast and 3C together right well we share a lot of customers uh by default directly and so forth so you know I think obviously we we uh we have some very smart customers in who they choose gee thanks for joining me on glide chat and I appreciate all the support and partnership and friendship over the years and uh I look forward to many more and wish you and and Dennis all the success right back at you Mike [Music] thank you [Music]