Customer-centricity is our DNA. ServiceNow is the backbone, bringing great customer experiences to life.” Colin Mead, VP – Global Technical Services, Pure Storage Technology Provider Service Management with Now Assist At ServiceNow, we understand that technology providers are under immense pressure to innovate, deliver personalized customer experiences, and drive retention in a highly competitive subscription-based economy. To outperform competitors, they need flexible, scalable technology that can automate and unify customer lifecycle processes to unlock customer lifetime value. The problem is – technology providers traditionally have fragmented, legacy technology architectures and siloed data across front, middle, and back-office, making it challenging to transform essential processes across onboarding, service, delivery, support, and success. This fragmented architecture fuels customer frustration—onboarding is manual and takes forever, customers are at the mercy of understaffed call centers to get answers to basic questions, there is no simple way to see if customers are getting value from their technology investments, and agents spend far too much time manually managing related cases, leading to repetitive tasks, slower resolutions, and inconsistent customer updates. How can technology providers streamline and automate work to improve customer satisfaction and increase lifetime value for your as-a-service business? Unlock speed and growth for your as-a-service business with AI-powered experiences Technology Provider Service Management (TPSM) is built to intelligently automate work so you can reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. Streamlining experiences for both customers and the front, middle, and back-office helps technology providers reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. Continuous AI innovation is embedded into workflows, making it easy to extend AI to your as-a-service business models, accelerating value and fueling growth, all while reducing costs. ServiceNow Technology Service Management Benefits Empower customers to do more Deflect calls and increase satisfaction by enabling enterprise customers to get answers and take action with AI-powered self-service tools • Allow customers to quickly get answers, make service requests, and change appointments using a virtual agent powered by AI, either on their own ServiceNow instance or another preferred channel. • Offer customers a menu of self-service options through a personalized portal, where they can find blogs, knowledge articles, and videos. • Set up self-service options on your customer’s ServiceNow instance without needing any code, making it easier for them to access what they need. • Keep customers informed about their service status from start to finish, so they always know what is going on. Supercharge agent productivity Help agents quickly resolve issues with full customer context using AI- generated case histories, case summaries, and suggested resolutions • Empower agents with Now Assist to quickly get up to speed with chat and case summaries, generate resolution notes and knowledge articles to help with future-like cases. • Equip agents with the intelligence they need to solve more tasks by connecting data and workflows with the enterprise customers they support. • Gain a 360 view of customer data so agents can quickly understand all relevant information to drive faster resolution. • Equip customer success teams with intelligent workflow automation designed specifically for customer onboarding through contract renewal. • Proactively identify when customers are affected by service issues and take action through integrated workflows, with intelligent impact analysis handling it all in one system. Deliver the ultimate ecosystem experience Build stronger customer loyalty by delivering value faster, offering smart self-service options, and proactively addressing service issues before the customer even notices • Drive customer engagement and adoption using pre-built success blueprints to reduce time to value and increase ROI. • Proactively monitor customer health and trigger internal plays to mitigate risk. • Proactively identify, notify, and resolve service issues before the customer is even aware with purpose-built case types and workflows. • Offer an omni channel experience, which includes giving customers access to products and services from their own ServiceNow instance. © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. 기타 company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_TPSM_02212024 servicenow.com Key capabilities of Technology Provider Service Management Now Assist Generative AI Accelerate customer service and support productivity with generative AI experiences Predictive Intelligence Route issues, recommend solutions, identify knowledge gaps, and provide guided decisions with contextual recommendations Service Bridge Quickly connect enterprise customers and suppliers running ServiceNow to optimize work across the value chain • Transport diagnostics: Monitor connections and reduce the time to recognize and resolve issues Proactive Service Experience Workflows • Issues: Proactively communicate service disruptions to customers, allowing them to monitor and track issue resolution progress via digital channels • Change: Identify impacted customers and pro-actively communicate planned maintenance with customers Technology Product Support Case Management Improve agent productivity and operational efficiency by including more extensive case type fields purpose-built for technology providers (actions taken, issue summary, impacted components, root cause code, next steps) resulting in more precise data capture for improved auto-routing and expedited case resolution Account Lifecycle Events Onboarding Provide a structured, repeatable, and transparent onboarding experience for customers and stakeholders Account Lifecycle Events Customer Success Improve customer adoption and reduce attrition with tailored success plays, embedded within the workflow, to identify expansion and renewal opportunities Service Management Identify, diagnose, and permanently resolve customer issues for change, request, and problem management Incident & Case Management Efficiently manage incidents/cases with intelligent routing and built-in collaboration with business context Remote Catalog Author and publish remote service catalogs to your customers’ instances. Remote Task Bidirectionally integrate tasks in your instance (incidents, cases, requests) with tasks on your consumer’s instances Remote Process Sync Simplify customer setup, improve supportability, and enhance the scalability of the Service Bridge application Operations Account 360º Gain business context and account data to make the right decisions fast Visual Workflow & Automation Automate assignments, tasks, and service processes across teams with a simple drag-and-drop interface Persona-based Workspaces Optimize employee experiences with workspaces designed for customer support, technical support, and portfolio management Service Operations Workspace Predict, prevent, and resolve incidents proactively from a single workspace with clear visibility into context and impact Service-aware CMDB Simplify service management using a single common data model and structure Common Service Data Model (CSDM) Enable service reporting and provide prescriptive guidelines for service modeling within the service-aware CMDB Investigate Framework Investigate the incident and review the details, including the attached log data, all in one place Performance Analytics Unlock insights to anticipate trends, prioritize resources, and drive service improvements Process Mining Quickly address order fulfillment inefficiencies and bottlenecks with process mining models Workforce Optimization Develop high-performing teams by optimizing schedules and work assignments, and providing the skills they need to succeed Did you know our industry workflows are built on our customer workflows? TPSM combines purpose-built applications for Tech Providers with CSM and Platform core to address common CX challenges