Now on Now: How ServiceNow achieves industry-leading NPS using Case Management out-of-the-box

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Session Code: BRE0141

Presenter(s): Brooke, Kathy

Company(s): ServiceNow, ServiceNow

Abstract:

This session will take you through ServiceNow's Customer Support departments transition from a highly customized IT Service Management application to using Case Management out-of-the-box. ServiceNow’s internal Customer Support department (with 800 full time employees) managed customer tickets using our Incident Management application for 10 years. Over time, we highly customized the application, and upgrading to each new release became increasingly difficult. Enter the Case Management application from Customer Service Management. Working closely with the product team, we've completed a transition internally to use Case Management almost 100% out-of-the-box. Along the way, our most useful customized features have been productized, making our agents and yours more efficient.  We'll share our journey, best practices and lesson learned using Agent Workspace, Virtual Agent, and more to achieve an industry-leading NPS score of 51 and CSAT of 8.5.