Johnson & Johnson leverages service-desk feedback signals to improve the employee experience

- Anthony Pacitti,

IT Manager, End User Experience at Johnson & Johnson

Johnson & Johnson (J&J) generates 1.5M ServiceNow tickets annually, however they had no way to proactively address problems as they couldn’t close the loop at scale or get actionable insights from feedback. The IT experience team realized they needed to build  an employee listening program that would increase productivity, surface pain points, guide improvements, and drive action across the entire employee journey to ultimately improve the end user experience.

J&J turned to Medallia for “an all-in-one service recovery platform” which met their requirements for integrating with multiple data sources to collect structured and unstructured feedback, providing deep, actionable insights, and enabling their shift from a reactive to proactive approach. When cases and incidents are closed in ServiceNow IT Service Management (ITSM), a survey is automatically sent out and experience resolution data is available in Medallia, keeping users of both systems on the same page. The feedback J&J receives is then used to coach service agents on how to provide a better service delivery experience in the future, while ensuring every action has been taken to swiftly resolve the issue.

Everyone in the organization is now focused on delivering a seamless user experience for all employees. The “reopen ticket rate” is down to 3% and satisfaction is trending high. There has also been an increase in adoption of self-service technologies as employees are now able to resolve problems without having to speak with a service desk agent. This has saved employees up to 20 minutes per day and has reduced the incident volume by 10%. They have also seen an 18% increase in employee response rates. The closed-loop process has improved tremendously and J&J plans on growing their use of Medallia.