Customer Service Management | Self-Service Portal | ServiceNow

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SERVICENOW CUSTOMER SERVICE MANAGEMENT

Turn Customer Service Into a Team Sport

Great service isn’t just the responsibility of the customer service department. Connect customer service with other teams to solve issues faster, cut costs, and boost satisfaction.

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With Customer Service Management, You Can…

1.

Increase Customer Satisfaction

Provide online self-service options with integrated Knowledge Management and Communities.

2.

Reduce Service Costs

Drive efficiencies by automating tasks for common customer issues with the Service Catalog.

3.

Improve Agent and Field Tech Productivity

Deliver service as a “team sport” by connecting customer service with field service.

4.

Monitor Service Patterns

Identify trends and proactively respond to issues.

5.

Improve Product or Service Quality

Utilize the Internet of Things to identify service and product issues before they affect customers.

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What You Get With Customer Service Management

Capabilities
Case Management

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Case Management

Report customer requests and visually track activities and case state changes
Intelligent Routing

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Intelligent Routing

Automatically assign cases and work orders based on skills, availability, or location
Omni Channel

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Omni Channel

Engage customers in their channel of choice - email, web, phone, chat, social media, and mobile
Accounts, Contacts, Products, SLAs, Entitlements

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Accounts, Contacts, Products, SLAs, Entitlements

Obtain a 360 view of the customer
Self-service Portal, Knowledge & Communities

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Self-service Portal, Knowledge & Communities

Empower customers to help themselves
Field Service Management

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Field Service Management

Create and manage work orders based on technician skills, availability, and inventory
Connection With Field Service, Operations, Finance, etc.

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Connection With Field Service, Operations, Finance, etc.

Assign customer requests and problems to other parts of the organization with Visual Task Boards
Issue Resolution

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Issue Resolution

Resolve customer issues with Incident, Change, Problem, and Release Management
Voice of the Customer

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Voice of the Customer

Keep a pulse on customer interests and concerns with surveys
Visual workflow and automation

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Visual workflow and automation

Automate assignments, tasks, and more using a drag and drop interface
Agent Intelligence

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Agent Intelligence

Improve accuracy and speed of case assignment, reducing manual agent work and delivering faster service to the customer
Performance Analytics

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Performance Analytics

Additional KPIs and metrics for customer service
Operational Intelligence

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Operational Intelligence

Track the health of customers' products and services
Financial Planning

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Financial Planning

Improve visibility to costs and profits in customer and field services
Project Portfolio Management

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Project Portfolio Management

Centralize and align project resources to business strategy

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Customer Service Management

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Apps Licensed
Separately

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You also get all the capabilities of the Now Platform

Achieve Your Business Outcomes Faster With Global Services

Learn more about our prescriptive, outcome‑based service packages for Customer Service Management to ensure you continually realize value from your ServiceNow investment. View our service packages for Customer Service Management:

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Or explore our product‑based Learning Paths and all Services

What Customers Are Doing With Customer Service Management

60+

CRM, PORTAL, AND OTHER
SYSTEMS CONSOLIDATED

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8X

FASTER TO OPEN A CASE

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18

APPLICATIONS REPLACES

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VALUE CALCULATOR

The Hidden Cost of Business as Usual

In just 60 seconds, you can calculate the potential value of ServiceNow to your company.

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Companies That Use Customer Service Management Also Use…

Performance Analytics

Put the power of data in the hands of all stakeholders who are responsible for services.

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IT Operations Management

Proactively identify service issues, pinpoint disruptions, and automate remediation.

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NOW ON NOW

How ServiceNow Delivers Customer Service

30%

LOWER CASE GROWTH VERSUS CUSTOMER GROWTH

13-Point

INCREASE IN NPS FROM AUTOMATED FIXES AND UPDATES

2,400

ISSUES FIXED PROACTIVELY EACH QUARTER

25%

CASE DEFLECTION THROUGH SELF‑SERVICE PORTAL

SEE THE DETAILS BEHIND THE DATA

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WEBINAR

How to Win at Customer Engagement

Learn strategies that delight customers, reduce costs, and adhere to mandates.

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EBOOK

Essentials for Modernizing Customer Service

Our checklist unlocks key secrets to transforming customer service without increasing your budget.

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SURVEY REPORT

Total Economic Impact™ Study

Learn how Epicor Software Corporation achieves 104% ROI by transforming global customer support.

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Resources

DATA SHEETS

Customer Service Management Data Sheet

Field Service Management Data Sheet

Performance Analytics for Customer Service Management Data Sheet

ANALYST REPORTS

Beyond CRM: Rethinking Customer Service in a Connected Digital Age

IDC Report: A Maturity Model for Delivering Proactive Customer Service

WEBINARS

Revolutionizing Customer Service

Delivering Proactive Customer Service: Is Your Organization Ready?

Redefining CRM: From Reactive to Proactive Customer Service

INFOGRAPHICS

How to Resolve Customer Issues at Lightspeed

Secrets to Providing Excellent Customer Service

Forrester Total Economic Impact™ for Customer Service Management

SEE ALL RESOURCES FOR CUSTOMER SERVICE MANAGEMENT

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