List of ServiceNow Connect Chat Customers
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Since 2010, our global team of researchers has been studying ServiceNow Connect Chat customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased ServiceNow Connect Chat for Collaboration from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using ServiceNow Connect Chat for Collaboration include: Ernst & Young, a United Kingdom based Professional Services organisation with 406209 employees and revenues of $51.20 billion, Fresenius, a Germany based Healthcare organisation with 190000 employees and revenues of $23.91 billion, Federation University, a Australia based Education organisation with 1720 employees and revenues of $204.0 million, Iglu.com, a United Kingdom based Professional Services organisation with 311 employees and revenues of $21.0 million and many others.
Contact us if you need a completed and verified list of companies using ServiceNow Connect Chat, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The ServiceNow Connect Chat customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Ernst & Young | Professional Services | 406209 | $51.2B | United Kingdom | ServiceNow | ServiceNow Connect Chat | Collaboration | 2024 | n/a |
In 2024, Ernst & Young expanded use of ServiceNow Connect Chat as part of a broader adoption of ServiceNow Now Assist and generative AI capabilities across IT and HR under the EY ServiceNow alliance. The deployment targeted agent productivity and employee experience improvements across EY's global estate, with reported large annual time savings from AI assisted resolution notes and summaries.
ServiceNow Connect Chat was implemented alongside Now Assist and Virtual Agent to enable conversational workflows, AI assisted summarization, and chat based knowledge capture, aligning to Collaboration category capabilities. Configuration work emphasized conversational intents, contextual prompt engineering, and embedding resolution note drafting into ticket lifecycles to reduce manual effort for service agents.
Operational coverage focused on IT service management and HR service delivery, with Connect Chat applied to internal agent chat and employee self service interactions across multiple regions. Integrations remained within the ServiceNow platform processes and service catalogs, enabling chat mediated case updates and AI generated summaries to be attached to existing ticket records.
Governance and risk management formed formal parts of the rollout, reflecting the EY and ServiceNow alliance emphasis on generative AI compliance and controls, and operational policies were updated to require human review of AI generated summaries. Use of ServiceNow Connect Chat within the Collaboration category reinforced agent workflows by centralizing conversational context and automating summary creation, and Connect Chat usage is inferred from EY’s broader adoption of Now Assist and Virtual Agent capabilities.
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Federation University | Education | 1720 | $204M | Australia | ServiceNow | ServiceNow Connect Chat | Collaboration | 2023 | Sysintegra |
In 2023, Federation University implemented ServiceNow Connect Chat as part of a broader ServiceNow ITSM Pro and Virtual Agent initiative. The deployment was delivered with Sysintegra, positioning ServiceNow Connect Chat in the Collaboration category to support conversational assistance and agent-to-agent communication within the university support ecosystem.
The implementation configured ServiceNow Connect Chat alongside ServiceNow Virtual Agent conversational workflows and ITSM Pro ticketing. Configuration emphasized conversational triggers, automated incident and request creation, bot to agent session handoff, and collaboration-aware chat capabilities. Core Collaboration functionality such as threaded conversations, contextual incident linkage, and searchable chat transcripts were enabled to preserve service desk context and auditability.
Virtual Agent was embedded in Microsoft Teams to drive higher self-service and reduce phone support, with Connect Chat leveraging the same conversational platform to enable faster escalation and agent collaboration. Operational scope focused on the IT and service desk area, targeting support technicians and service desk agents who handle incidents and requests.
Governance encompassed scripted conversational design, escalation workflows, and targeted agent training coordinated by the IT service management team and Sysintegra during rollout. The university reported measurable deflection from self-service and a 10% drop in phone support shortly after rollout in the IT service desk area.
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Fresenius | Healthcare | 190000 | $23.9B | Germany | ServiceNow | ServiceNow Connect Chat | Collaboration | 2022 | n/a |
In 2022, Fresenius implemented ServiceNow Connect Chat alongside ServiceNow Virtual Agent integrated with Microsoft Teams to provide 24/7 IT support for its global IT service desk, using collaboration tooling to streamline conversational support. The deployment focused on the Collaboration category application ServiceNow Connect Chat and Virtual Agent to enable continuous user access to IT service workflows and automated triage across the organization.
Configuration work centered on Virtual Agent conversational flows, persistent chat session handling, and chat routing into human agent queues, with workflows designed to create and update incident records in the ServiceNow ITSM environment. ServiceNow Connect Chat was used to maintain chat context during agent handoff and to surface knowledge articles within conversations, reflecting standard Collaboration capabilities for chat, knowledge, and incident orchestration.
The implementation explicitly integrated Microsoft Teams for end user access, mapping Teams conversations into ServiceNow Virtual Agent and Connect Chat contexts so agents could continue interactions inside the ITSM platform. Operational coverage targeted the IT service desk and broader IT service area across Fresenius global operations, delivering continuous chat and virtual agent support to employees.
Governance and rollout emphasized conversational content controls, configuration driven escalation rules, access controls for service desk staff, and workflow alignment with existing ITSM processes. The project improved incident resolution speed and user experience in the IT service area as part of the stated outcomes.
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Professional Services | 311 | $21M | United Kingdom | ServiceNow | ServiceNow Connect Chat | Collaboration | 2013 | n/a |
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Buyer Intent: Companies Evaluating ServiceNow Connect Chat
- Bri Wealth Management, a United Kingdom based Banking and Financial Services organization with 43 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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