Resolving IT problems promptly, supporting remote employees, and providing excellent customer experiences — these are no longer aspirations, but the bare minimum. Yet most businesses continue to struggle with disparate tools, clunky agent workflows, and escalating support costs. ScreenMeet recognized this void early and built its platform around a simple, single belief: Remote support should be where the teams work. As a top ServiceNow partner, ScreenMeet offers AI-powered, enterprise-grade remote support and screen-sharing solutions natively integrated in its ServiceNow platform.

Unlike traditional remote support software that makes agents switch between apps or depend on additional downloads, ScreenMeet offers a completely embedded experience. The company’s solutions enable businesses to handle 32% more issues on the first call, rapidly reduce handle times and onboarding times, and reduce effort on the part of the agent. This in-native platform approach is transforming and simplifying support for IT Help Desks, Contact Centers, and Customer Support teams and should cement ScreenMeet as a critical enabler of business transformation for global enterprises.

The product suite is built with scale, speed, and security at its core. ScreenMeet Remote Support offers secure device control across Windows, Mac, iOS, and Android. ScreenMeet Live provides no-download voice, video, and mobile camera sharing for real-time collaboration, while ScreenMeet Replay allows end users to record and submit desktop or mobile issues asynchronously, making time-bound support less of a constraint.

The entire platform operates on Amazon Web Services (AWS), which offers a highly dependable, scalable, and wide-reaching infrastructure. Data is secured on each front, with SOC 2 Type 2 certification and encryption levels such as TLS and DTLS 1.2+ with AES-256-bit encryption. Organizations realize an open, multi-tenant, cloud-native architecture that reduces costs, gets rid of virtual appliances, and accelerates time to deployment.

One of the highlights of ScreenMeet’s design is that it is browser-based. With the elimination of app download requirements, ScreenMeet enables enterprises to make connections quicker without creating user resistance. And just this feature alone has saved countless hours for organizations in regulated industries or who employ remote workers dispersed across several nations.

For ServiceNow users, ScreenMeet is a seamless extension. It can be set up in less than an hour and requires little training. Agents log in through ServiceNow’s Authentication and single sign-on (SSO), ensuring that enterprise-grade password policies are enforced. ServiceNow integration Integrates across ServiceNow objects such as Incidents, Cases, and Agent Workspace, enabling IT teams to provide instant, in-platform support.

Outside of IT, ScreenMeet augments ServiceNow modules for Customer Workflows, HR Workflows, and Digital Engagement Channels, such as Virtual Agent. It automatically creates detailed work notes and resolution summaries for every remote session with its AI Summarization. This not only aids in documenting a case but also enriches the knowledge base and provides better chatbot training and Virtual Agent response tuning. Eliminate the need for AI agents to take notes by hand, allowing them to address issues while tech takes care of the Notion — Gone are the days of “Done” resolution notes.

But technology is only part of the story. ScreenMeet’s customer success program ensures that enterprises don’t just deploy the platform—they master it. Every subscription includes a dedicated Customer Success Manager, offering personalized onboarding, milestone tracking, and 24/7 customer support. Backed by an average of 20+ years of industry experience, these experts provide hands-on training, custom documentation, and ongoing optimization support.

We built our ServiceNow platform integration to deliver secure, seamless, and intelligent remote support, enabling enterprises to resolve issues faster, improve productivity, and elevate customer and employee experiences. — Ben Lilienthal, CEO & Co-founder

For organizations moving away from legacy platforms, ScreenMeet’s migration and modernization program offers side-by-side coaching and process support. Enterprises gain a fast, low-risk path to adoption, joining a growing community of over 50,000 agents and more than 400 million end-users worldwide.

ServiceNow itself relies on ScreenMeet to power both its internal IT Help Desk and Customer Support functions. The platform’s ability to embed directly into ServiceNow’s Operations Workspace and Incident Management workflows means agents never have to leave the ServiceNow environment to resolve issues. ScreenMeet delivers measurable results: a 10% increase in First Call Resolution, a 25% reduction in handle time, and a 50% cut in new hire setup time for customer support teams.

Additional capabilities like camera annotation, mobile device access, and asynchronous issue reporting through video submissions further differentiate ScreenMeet in the market. Enterprises have gained the ability to scale support operations without sacrificing quality, speed, or employee experience, critical in a work-from-anywhere world.

ScreenMeet continues to drive innovation. By staying deeply integrated within ServiceNow and continuing to evolve its AI capabilities, ScreenMeet remains a trusted partner for enterprises seeking to modernize support operations while keeping users productive and engaged.