A new era of Customer Service with ServiceNow
Your future-focused business needs loyal customers. Optimized back-end operations unlock efficiencies to enable excellent customer experiences and satisfaction.How to succeed? Learn from our expert Petr
Customer expectations are always increasing.
ServiceNow is the solution to help you keep up with them. The key to great customer experience and satisfaction is actually hidden from the customer’s sight. You usually need many different teams across your organization to work together to provide even the simplest service such as fix an issue. With the ServiceNow platform, these teams will finally work as one.
So, are you ready for a new era of your customer service?
What is stopping you from success? Main challenges in Customer Service Management
You can solve them all with one simple solution – ServiceNow Customer workflows
With the company’s growth usually comes greater cost and we struggle to both optimize it, and achieve the necessary efficiency
Working in silos
Our operations are siloed – in order to provide the support we need many teams to work smoothly together, usually across multiple tools
Too many insufficient tools
We only provide some support channels to our customers (e.g. phone / email, but not self-service or chat), or we have different tools to support each channel, which leads to unnecessary delays and additional effort
Very often our customer support agents are changing the position due to variety of reasons resulting in the average tenure for entry-level agents of +/- 1 year
So, how can one tackle these issues? Here are the top 4 unique capabilities of ServiceNow CSM
Discover the ServiceNow approach to Customer Service
1. Bring the power of the ServiceNow platform to everyone
- Do you support thousands of customers?
- Does your user base go to millions of users?
- Do you have a vast partner network, through which you provide your services or sell your products?
If you have answered “YES” to any of these questions (or if reaching these is your goal), then Customer Service might be just the right tool for you.
The reason is that Customer Service is made to support a highly various – and potentially vast – group of users.
Who are customers in CSM?
…so we are not kidding that with CSM, you can bring the power of the ServiceNow platform to everyone!
2. Shift the focus on customer journey, not your internal process
Ask yourself the following questions:
- What is the most complex process in our customer’s journey?
- Why does it actually make it complex?
- Have you ever thought about simplifying it or even partially automating it?
- What would be the benefit to your customers if you managed to improve it?
Behind every great experience is a great workflow. And great workflows are something that ServiceNow platform excels in. We all realize that providing best in class customer service experience is not something that is just a technology problem, but the right platform is fundamental.
Your organisation probably uses many great tools. With ServiceNow, it will be easy to have all your data in sync across all of them. There are many pre-built integrations with leading business platforms and more are being added every month.
With the help of no code visual tool Flow Designer you can quickly automate your processes. It is so easy to use that you will be able to design the automation yourself.
3. Support complex operating models out of the box
All businesses are unique. And since customer service is intimately connected to how the business operates, ServiceNow supports a wide array of operating models.
Awesome. They can ask for service on behalf of your customers and you will keep everyone in the loop.
Great! ServiceNow will provide the platform for your branch personnel to help the customers when they come in. Your customers can even schedule a visit, so that they don’t have to wait in a queue.
Not a problem. Let your partners solve the issues when they can, and retain full visibility of issues your customers have. In the worst case, your partner can always hand over the issue to you.
Perfect! Consumers can be organised in households, so that everyone has access to the customer service. You can also restrict some parts of what you provide to a “household head”.
4. Provide services at customer location efficiently
If your business provides services to your customers at their location, you will simply love ServiceNow. The reason is that if your customers are not able to help themselves with self-service or you cannot help them remotely, you can dispatch your staff to the customer to fix their issue (or perhaps install a new product). ServiceNow Field Service Management will support you on every step of the way.
Let’s have a look at the following example:
- After they create a case with all the details, the support agent tries to remotely log in to the device and fix it
- After the remote fix does not work, support agent ask his colleagues to take over
- An experienced technician qualifies the issue, that means decides what skills and spare parts are needed to fix the problem
- The ticket is automatically assigned to most fitting field technician (based on criteria such as location and skills)
- The technician uses their mobile application to get their next assignment and mark it as complete
- Working device and happy customer
Did you think this is the end? Not at all – here comes the cool part
5 cool features of Customer Service
Allow your customers to place orders in ServiceNow and manage the fulfilment from the moment an order is created to its completion.
Would you like to know more?
Let your customers access your services on your existing websites. All you need to do is to connect the ServiceNow Engagement messenger.
How does it really work?
Boost your self-service and customer engagement with questions and answers, videos and blogs
Major issue management
Proactively identify customer issues, automatically create cases and solve them before the customer realizes something is wrong.
Playbooks and guided decisions
Ensure your support staff is ready to resolve the most frequent customer issues with detailed, step-by-step instructions.
Now you got a glimpse of the Customer Service Management module in ServiceNow.
But do you actually know who are we – Devoteam?
About us Who are we?
Devoteam has supported more than 1,000 clients on their workflow implementation journey. Here’s how you can benefit from our technical expertise, agile approach and creative vision.
Your award-winning partner
With 25 years of service management expertise, we’ll streamline your strategic evolution in innovative and exciting ways. And you’ll always receive the best bespoke solutions from our team of hundreds of experts across 18 countries – we’ve supported thousands of clients across EMEA and beyond. With a firm focus on customer-centric design, our management consultants always work in synergy with our delivery experts to drive holistic transformation – so every element of your enterprise is aimed towards excellence. Your full ServiceNow platform coverage and expertise is backed by the collective brainpower of our International Centres of Excellence (ICE) in Toulouse and Prague – as well as our status as ServiceNow Elite Partner and Global IT Workflow Partner of the Year 2021. With an award-winning partner by your side, there’s no limit to what you can achieve.
See how ServiceNow CSM module helped other companies!