Optimize · Core offer
Take L1–L4 volume out of your towers.
Fewer L1–L4 tickets reach people on the ServiceNow you already own, measured on your own volumes.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.
Who it's for
GBS Heads and VPs of Infrastructure & Applications whose queues fill with how-to, status and access requests, and whose employees choose between several inboxes. You need ticket data by intent or a way to get it, and a tower willing to go first.
What you get
- One front door: EmployeeWorks with ServiceNow Otto (formerly Now Assist), plus Employee Center, with AI agents on the fulfiller side.
- Mailboxes retired as each intent proves itself.
- A digital headcount plan per tower, so you decide where freed capacity goes.
- Deflection measured by intent and tower against a signed baseline.
How it runs
We start with a 2-week POC on your own data: your top intents, resolving and being counted. If the numbers hold, we go tower by tower. iForge™ builds the catalogs, flows, agents and ATF tests, and your people sign the five gates. We design for zero dead ends and measure CSAT before we scale.
Duration: a 2-week POC, then 8–12 weeks per tower. Your statement of work confirms the dates.
The 2-week POC, day by day
| When | What happens | What we need from you |
|---|---|---|
| Days 1–2 | Pick the tower and top intents, and take the baseline. | Your Platform Owner and tower lead choose. |
| Days 3–5 | Build the catalog items, flows and tests in sub-production. | iForge™ builds at the gates. Your people sign. |
| Days 6–8 | Test for dead ends and check the handoff to a person. | Your test lead accepts the results. |
| Days 9–10 | Readout by intent against the baseline, and a decision on the next tower. | You decide whether to go on. |
Regulated firms
Banks and insurers start in sub-production on masked data, after third-party review, so we don't promise two weeks there. We don't have a named bank reference yet.
What's in and out of scope
ServiceNow platform only. Teams and other chat tools are channels into ServiceNow, and we don't administer them.
ServiceNow products involved
EmployeeWorks, Otto, Employee Center, AI Search, AI Agents and Autonomous Workforce L1 specialists. Availability depends on your tier, and the Scan checks that first.
We start from what your tier already includes. We sell no licenses. If a step needs a product you don't own, we say so up front.
Proof
MeasuredMcDonald's and Tricon Energy: ~40% reduction in L1–L4 tickets through deflection. Your number comes from your own baseline. It's a ticket result and doesn't measure cost.
Questions
Will we get a ~40% reduction in tickets?
We don't promise it. Your baseline sets your number, and the POC tests it.
Won't this frustrate employees?
Not if there are no dead ends. Live-agent handoff keeps the context.
Is this a headcount cut?
No. The headcount plan is yours, and you decide where freed capacity goes.
Talk it through with both named leads.
Every engagement has a named ANSR lead and a named inMorphis lead from the first call.
By ANSR × inMorphis. A named lead from each firm joins your first call.