# Support Excellence Unleashed: TTEC’s Success with ScreenMeet’s AI-Powered, Native Remote Support in ServiceNow

## Scaling Secure, Smart Support: TTEC’s Win with ScreenMeet in ServiceNow

When you’re running IT support for **50,000 employees across six continents**, efficiency and security aren’t optional, they’re mission-critical. TTEC’s global help desk needed more than just another remote support tool. They needed a **secure, cloud-native solution** that could scale, simplify workflows, and deliver real ROI.

They found it in **ScreenMeet, natively embedded in ServiceNow**.

The results speak for themselves:

- **38% faster handle time** – from 45 minutes down to 28
- **90% of calls powered by ScreenMeet** (~10K sessions per month)
- **AI-powered QA** scaled from just 5–10 call reviews per tech to **15,000+ sessions per month**
- Security peace of mind with Zero Trust access, fully inside ServiceNow

TTEC didn’t just improve their IT help desk—they transformed it. With ScreenMeet, their support teams are **resolving issues faster, preventing problems before they escalate, and capturing AI-driven insights** that fuel documentation, training, and automation.

Read the full 2-page [case study HERE](https://9392551.fs1.hubspotusercontent-na1.net/hub/fs/9392551/CaseStudies/NOW/ScreenMeet_Case_Study_TTEC.pdf), and watch the [video here](https://9392551.fs1.hubspotusercontent-na1.net/hub/fs/9392551/CaseStudies/NOW/K25-TTEC-Video/Final-2025/ScreenMeet-TTEC-ServiceNow-case-study-final-1920x1080.mp4).