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ServiceNow Transforms Customer Service

ServiceNow has unveiled a new application that connects departments, systems and workflows to transform the way organisations manage customer service.  ServiceNow Customer Service Management (CSM) uses a structured, closed-loop process to diagnose and fix the root cause of customer issues.

“Traditional customer service tools are falling short as products and services converge,” said Abhijit Mitra, head of products, Customer Service Management, ServiceNow. “Exceeding customer expectations requires more than just reacting to incoming calls. There’s an imperative to close the gap between engagement and resolution. Delivering great service is a ‘team sport’ in a digitally connected service economy.” 

ServiceNow is applying its industry-leading service management capabilities to customer service to close the service gap. Unlike traditional CRM products that stop at customer engagement, Customer Service Management connects the relevant people, systems and processes required to assure a great service experience for the customer. The net effect is a reduction in call volumes, lower costs and higher customer satisfaction scores. Key points about the customer service application:

  • Resolve customer issues quickly and proactively: Connect customer service teams to other departments to compress the time to identify and fix issues at root cause.
  • Engage customers when and how they want: A self-service portal enables management of information, access to contextual knowledge and participation in social Q&A. Eliminate recurring work by automating common requests into a service catalogue and support customers in any channel: web, phone, SMS, email, chat or video.
  • Optimise the service experience: Track and visualise, in real time, the operational health of products and services in the installed base. Agents gain insight that traditional offerings lack, such as outages in services. Take corrective action based on the intelligence gathered through surveys and analytics. Track complex contracts and entitlements to ensure customers get the right level of service.

TeamUltra can help organisations that are looking to close the service gap through the deployment of the new Customer Service Management app. Talk to us today, or visit us on stand 219 at SITS.