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on 11-28-2016 05:14 PM
ServiceNow Customer Service Management (CSM)
How can you decrease call volumes and increase customer satisfaction? CSM
ServiceNow Module Product Information:
https://www.youtube.com/watch?v=HiXidq_Mtxc (ServiceNow Product Overview Video)
CSM Empower Agents to solve root causes and reduce the reasons why customers need to call for help
CSM Empower your Customers with OmniChannel solutions (i.e. opens up several avenues for finding a resolution)
- Self service (KB (knowledge), Create an issue)
- Call/Chat features
- e-Mail (auto create issue/case)
CSM Goals: Reduce case volume and increase customer satisfaction
Sample Use Case: A customer is having performance issues with a service/application
Customer: Logins to a Customer Portal, and looks for help in the knowledge base (How to's, FAQ, Known errors)
Customer: If you can't find what you're looking for you can request a chat with a live agent
Agent: View waiting list of chat/call requests
Agent: Create case (Form can auto populate user info, account, entitlements, etc.) based on user record
Agent: View Open Tasks Calls (via a work list or Visual Task Board, or dashboard)
INTEGARTION POINT 1: CMDB & Service Mapping
Show Map/Service: => IF you have a robust CMDB
A Robust CMDB and Service Mapping Solutions helps to avoid 'manually' entered information (usually outdated or inaccurate)
Agents can be empowered to view the map of a 'service' to see if there are real-time known issues with a service
CMDB and ServiceMapping benefits Blog (coming soon.)
INTEGRATION POINT 2: ITSM Processes
Additionally ServiceNow has integrated solutions w/ ITSM (Incident/Change/Knowledge/Problem) that could show additional details needed to troubleshoot the issue
For example;
Maybe there is a known problem with a workaround that an Agent can replay to your customer,
Maybe there is a pending change on a server, that needs approval, an Agent could initiate the conversation to get the change approved, and reboot the server that is causing the issue(s)
Maybe there is a known workaround w/out a KB article, an Agent can follow-up to make sure that a public KB article gets created for future customers portal searches
Or we can add the current case to an existing problem(PRB) and\or add user to the PRB watch list for real-time resolution/workaround communications
A method for showing value of Incident, Change, and Knowledge
INTEGRATION POINT 3 - Asset Management
Best Practices to Manage the life-cycle of your company assets
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CSM is only making a larger noise in the IT field because IT has traditionally been quite poor at it. If you look at the stereotype perception of the IT worker, it's someone surly and uncommunicative that becomes easily frustrated when equipment owners don't have the same level of detailed knowledge yet are seeking help.
Frameworks (like ITIL, etc) are attempting to combat this mentality by raising awareness of why IT workers are hired: to provide a service to the business, not to feather their own geeky nest through opaque knowledge. They know all about the how-to, but they need to begin looking towards the "why-to" and "who-for":
- Service Management is getting them to focus more on WHAT IT provides (and to what levels it should be provided),
- CSM is getting them to understand there is a paying customer at the top of the tree and if that person ain't productive and satisfied with the levels of service they're receiving, it impacts income... which means no pay raises, no budget for shiny new kit, etc.
The sad thing is that CSM is all around us: in the restaurant, in hotels, leisure industry, airports, supply chain, medical industry, etc. We've been doing it for years and it's only recently that IT has woken up to realising it needs to "get with the programme" and fit society, not reshape society to fit its image.
