LAS VEGAS – KNOWLEDGE16 – May 18, 2016 – ServiceNow (NYSE:
NOW), the enterprise cloud company, today unveiled a new application
that connects departments, systems and workflows to transform the way
organizations manage customer service. ServiceNow
Customer Service Management uses a structured, closed‑loop
process to diagnose and fix the root cause of customer issues.
More and more companies are providing a mix of connected products
and services. A medical device manufacturer, for instance, must
maintain its equipment at hospitals. It monitors them in real time,
receives alerts of malfunctions and proactively delivers maintenance
based on operational metrics and contractual obligations. When issues
arise, resolution requires collaboration and coordination between
customer service, engineering, operations, field services and other departments.
“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
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. Specifically, organizations can:
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 catalog and
support customers in any channel: web, phone, SMS, email, chat or
Optimize the service experience: Track and visualize, 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
Leading Firms Choose Service Management Approach
Global enterprises are deploying ServiceNow Customer Service
Management to drive customer satisfaction and loyalty metrics.
“The ServiceNow platform is designed to enable our clients’ queries
or issues to automatically flow from the customer service application
to our engineering, operations, and IT teams, helping reduce time to
resolution,” said Rajiv Mahajan, transformation executive, Fiserv.
“In addition, the platform’s self‑service capabilities will empower
our clients, improving their overall experience and boosting satisfaction.”
“More than support, we’re focused on providing the right set of
services to our customers to enable them to grow their business,” said
Chris Orr, vice president of Support Strategy at Epicor. “A service management approach from
ServiceNow made more sense than traditional CRM to engage our
customers’ business holistically.”
For More Information
- Visit the ServiceNow Community to learn more about
Customer Service Management and be connected to experts, and the
Service Matters blog for perspective on the news.
- Run our
to see how Customer Service Management can help.
ServiceNow is changing the way people work. With a
service‑orientation toward the activities, tasks and processes that
make up day‑to‑day work life, we help the modern enterprise operate
faster and be more scalable than ever before. Customers use our
service model to define, structure and automate the flow of work,
removing dependencies on email and spreadsheets to transform the
delivery and management of services for the enterprise. ServiceNow
enables service management for every department in the enterprise
including IT, human resources, facilities, field service and more. We
deliver a ‘lights‑out, light‑speed’ experience through our enterprise
cloud – built to manage everything as a service. To find out how,
ServiceNow and the ServiceNow logo are registered trademarks of
ServiceNow, Inc. All other brand and product names are trademarks or
registered trademarks of their respective holders.