Demand for cloud computing software and applications has been on a steady rise in recent years because of the many benefits it offers to businesses of all sizes and types. Cloud vendors usually offer a broad collection of services such as infrastructure as a service, platform as a service and software as a service. These services and solutions are easy to implement and adopt. This model also makes it easy for customers to walk away if they are not satisfied with the product or support experience. The importance of flawless customer support is paramount for any cloud vendor to reduce customer churn.
When a customer reports an issue, it is very common for support agents to engage with other parts of organizations — cloud operations, engineering, sales and the like, to identify the root cause of the issue and to resolve it. Furthermore, customers now have increased expectations from cloud companies to proactively detect and resolve issues since cloud companies are ultimately responsible for operating and managing underlying infrastructure, software and services.
In spite of the evident need to have all departments connected and working together to resolve issues, most customer service and back-end cloud operations teams are not seamlessly integrated. Customer support agents are forced to use multiple, disconnected tools and unstructured ways to contact operations, engineering or other teams. This results in an inconsistent service experience that negatively impacts customer satisfaction.
ServiceNow Customer Service Management - a single platform for customer engagement, service and operations
Service management connects someone requesting a service to the service provider, and enables efficient delivery of the service utilizing structured tasks and workflows. With ServiceNow service management platform, organizations can refine, structure and automate the flow of work to streamline service delivery. ServiceNow Customer Service Management combines these principles with a robust relationship model to track customers and services offered and omni channel engagement capabilities to offer superior customer service and efficient operations on a single platform. Let us examine how it works and the value this can provide to cloud companies.
- Make customer support effortless
ServiceNow combines omni channel engagement and customer relationship management (CRM) capabilities to enable companies to deliver world class customer service. It includes case management, account management, asset management, contract management, configurable customer portal and field service management along with the core ServiceNow platform capabilities like workflow, SLAs and knowledge management. By combining these key capabilities, ServiceNow Customer Service Management enables cloud companies to deliver effortless customer service.
Optimize customer service experience by delivering seamless, integrated customer support
- Connect your cloud operations
Traditional customer service systems focus solely on logging issues and responding to customer questions, however they do not provide a way to address the underlying problems. ServiceNow addresses these issues by supporting an end-to-end engagement to resolution process on a single platform. When a customer reports a problem, the support agent can easily visualize the operational health of back-end cloud services in real-time to pinpoint the exact issue. The agent can initiate a process to resolve the underlying issue with help of other capabilities such as configuration management, change management and problem management. This is a unique approach from ServiceNow Customer Service Management that takes service beyond engagement to solving issues permanently.
Cloud operations and management are critical components to ensure effective cloud service delivery. This involves management of both hardware and software as well as network infrastructures to provide an efficient and lean cloud environment. ServiceNow offers end‑to‑end visibility into processes and infrastructure through a single system of record. ServiceNow Change Management offers a structured and regulated approach towards all changes that takes place as apart of cloud operations. It provides a single auditable repository for planned and emergency changes, and ServiceNow Problem Management helps to investigate the root cause of an incident through structured problem analysis as well as document solutions and workarounds in the knowledge base.
Proper control, governance and compliance helps in building a truly customer-centric cloud platform. It increases reliability of your cloud product or service for customers.
- Proactively Monitor and preempt issues
The best way to minimize the impact of service outages and ensure business continuity is to monitor the health of business services and infrastructure in real‑time and respond appropriately to any issues that come up. Infrastructure and applications monitoring services and solutions are the foundation behind every successful cloud operations. These monitoring services enhance visibility, prevent outages and maximize operational agility. These purpose-built solutions and products specialize in Infrastructure, network and application monitoring.
ServiceNow Event Management seamlessly integrates with third‑party monitoring tools and automatically creates actionable alerts and incidents from infrastructure events. ServiceNow Event Management coupled with other service management modules offers a holistic, consolidated view of all service‑impacting events.Detect problems early to prevent disasters. Keep your customers updated with system performance and security for increased transparency.
Unlike traditional CRM products that stop at customer engagement, ServiceNow Customer Service Management helps cloud companies to transform their service experience by connecting relevant people, systems and processes required to assure a great service experience for the customer.
Please visit ServiceNow website to know more about Customer Service Management.
Authors
Parag Mone is a Business Applications Professional, with 12+ years of distinguished experience in technology enablement of business processes. He is a subject-matter expert in customer service management and has helped customers to improve their customer service, field service and service supply chain by implementing various technology solutions. Parag is currently working at JadeGlobal, where he is overseeing implementation of multiple technology transformation projects in customer service management space for high tech customers.
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