Customer Service Management Icon

Customer Service Management

When customers have problems, they expect fast resolution and a simple engagement process. They prefer multiple engagement methods, from self‑service online to direct engagement with service agents over their choice of phone, email, or chat, etc. To provide the highest levels of service, your agents need real‑time metrics and real‑time collaboration mechanisms that just aren’t available through traditional tools. 

ServiceNow Customer Service Management is different. We give your customers a portal that delivers an effortless self‑service experience. Our approach connects people, workflow, and processes to engage across departments in case management and resolution. We improve efficiency with automation that gives agents visibility into the health of customer systems, and tools for performing root cause analyses to deliver preemptive service. The result is customer service that is effortless, connected, and proactive.

Provide Customer Self-Service

ServiceNow Customer Service Management

Provide Customer Self-Service

Automate Repetitive Requests

ServiceNow Customer Service Management

Automate Repetitive Requests

Offer Omni-Channel Engagement

ServiceNow Customer Service Management

Offer Omni-Channel Engagement

Connect Customer Service to Other Departments

Connect Customer Service to Other Departments

Visualize Install Base Health

ServiceNow Customer Service Management

Visualize Install Base Health

Anticipate and Respond to Service Trends

ServiceNow Customer Service Management

Anticipate and Respond to Service Trends

Send Proactive Targeted Communications

Send Proactive Targeted Communications

Reduce Customer Effort and Increase Customer Satisfaction While Driving New Opportunities

Provide customers with faster and easier ways to engage with customer service while giving agents greater efficiency and speed. Deliver customer service as a "team sport" and connect systems and workflow to enable diagnosis and resolution of underlying causes of customer issues across the organization, resulting in lower support costs, increased customer satisfaction, and strategic focus on new business, transformation, or revenue.

Deliver Effortless Service

Enable fast self‑service by automating common requests such as password resets out‑of‑the‑box with the Service Catalog

Route cases to the right agent as quickly as possible with intelligent recommendations that automatically assign work based on skills, location, and availability

Process customer requests quickly with a best‑in‑class visual workflow that orchestrates front‑ end and back‑ end processes

Associate cases to orders to allow customer service agents to quickly reference details between customer service and order systems

Connect Problems to Solutions

Quickly identity and fix the root causes of issues by connecting customer service to engineering, operations, finance, and other departments

Take advantage of the Internet of Things (IoT) to provide real‑time visibility into the operational health of customer systems using the Configuration Management Database

Deliver an end‑to‑end customer service experience with integrated Field Service, Problem and Change Management, Asset Management, and Portfolio and Project Management

Incorporate customer service processes into a structured, company‑wide service management approach based on best practices using Problem Management and Change Management

Take a Proactive Approach to Service

Predict trends with Performance Analytics to drive actionable improvements such as automating the most frequently recurring processes

Analyze alerts from customer systems with Event Management to identify issues such as service outages before they occur

Avoid costly penalties by actively aligning contracts and entitlements to system performance and issues with the ServiceWatch Suite

Get key information to customers before they call with targeted communications and newsletters

Events

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WEBINAR

Rethinking CRM

Shift customer service strategies to take advantage of enterprise wisdom, new technologies, and closed loop processes.

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WEBINAR

Beyond CRM: Rethinking Customer Service

Kate Leggett, Principal Analyst at Forrester Research, reveals how companies are transforming customer service to be easier.

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WEBINAR

Roadmap to Customer Service Transformation

Hear how NICE Systems transitioned to an automated solution that resolves the root cause of an issue before a customer needs to call.

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May 7-11, 2017, Orange County Convention Center, Orlando, FL

Experience IT, Customer Service, HR, & Security at Lightspeed