Being a global business
At ServiceNow, we have customers from every industry and region around the world. Our renewal rate is at 96% and we’ve had a 26% year-over-year increase in subscription revenue. We have a strong commitment to delivering world-class customer support, but trying to scale our services against the pace of our growth is challenging.
Our team of about 1,200 global technical support engineers (TSEs) struggled to keep up with the over 115,000 customer instances and roughly 304,000 monthly active users. Requests of all severity levels were coming in, but too much time was spent responding to low-priority manual tasks instead of creating automated solutions to free up time in the long-run. We were putting in maximum effort, but we had to question if we were working our best, not just our hardest.
When we grow, our technologies need to grow too
At our fingertips, we had everything we needed to deliver phenomenal service at scale. The Now Platform gives us the ability to automate repeatable manual tasks, take advantage of AI to proactively identify issues, boost case avoidance by offering tailored self-service experience and shorten time to relief.
With all our customer data and workflows unified on the Now Platform, we needed to build tools to deliver simple customer service at scale.
Synergy between ITSM and CSM
Through the integration of the Now Platform, Customer Service Management (CSM) and IT Service Management (ITSM), we’ve elevated our approach by embedding self-service seamlessly throughout the customer journey. Driven by self-service’s preference among users, both employee and customer support teams embraced self-service adoption having faced similar challenges.
AI became a shared priority between customer support and IT teams, with the aim of enhancing unassisted support and deflecting cases. Leveraging CSM, we streamlined case management and customer interactions. To scale our customer service, we started using CSM to manage customer cases, instances and account relationships more efficiently. The fusion of CSM and ITSM empowered ServiceNow TSEs to align technical complexities within cases, fostering agile collaboration across teams to swiftly resolve customer issues.
CSM and ITSM saved us both time and money
The synergy between our ServiceNow CSM and ITSM solutions enhances service experiences while being cost and time-effective for all parties involved. We saved $167 million when our employees and customers started self-solving their issues. Moreover, 1.2 million employee and technician hours were reclaimed as customers embraced self-service.
Employees can now channel their efforts towards intricate cases demanding creativity and critical thinking, leaving routine support needs to be capably handled by automated self-service solutions and virtual agents.