Your ServiceNow Customer Service Management Kit
Cutting your first response time and increasing your first contact resolution rate are just the small benefits ServiceNow Customer Service Management (CSM) can yield. In fact, a ServiceNow CSM solution can help you go further than that and improve your interdepartmental collaboration on solving customer issues and foster proactive customer service to increase your customer satisfaction scores and retention rates. All that with just one solution based on ServiceNow CSM and our 10-year ServiceNow implementation expertise.
Request a live ServiceNow CSM demo from our ServiceNow consultants to see its true power!
Features of ServiceNow Customer Service Management
ServiceNow Customer Service Management offers three core applications, a number of supporting capabilities and a few extensions powered by other ServiceNow products.
The Customer Service Management application encompasses:
The Communities application empowers you to create and support a peer-to-peer customer cooperation space. This can be a place for your customers to share their experience with your products or services and help each other out in a Q&A format. The application intends to establish a lively community around your company’s offering, take some load off your support agents and give them more time to solve tricky cases. It can be additionally augmented with elements of gamification to spark up community participation interest among its members. You can, for example, award most active users with points and advanced community capabilities and show a leader board on the community’s home page.
The Field Service Management application can be a collaboration space for work order initiators, approvers, dispatchers and field service workers to efficiently manage on-site customer support visits as well as required inventory. You can also use the Planned Maintenance feature to manage not only urgent fix visits but also prearranged maintenance that needs to be carried out periodically. For example, once every pre-established period (say, a month or a year) or as soon as the maintained product is used a particular number of times.
Advanced extensions (based on other ServiceNow products)
The Service Management for Issue Resolution extension may involve such ServiceNow ITSM features as Problem Management, Request Management and Change Management. Using this extension, your support agents can effectively collaborate with other departments whose participation is required to solve customer cases.
The Financial Modelling extension originally offered as part of the ServiceNow ITBM product allows monitoring the way your customer service department spends its budget and finding possibilities for reducing unnecessary expenses. While the Project and Portfolio Management extension lets you use ServiceNow CSM as fuel for driving changes in your company’s offering to better suit your customers’ needs.
Other ServiceNow CSM extensions (Operations Management, Financial Modelling and Project and Portfolio Management) are licensed separately.
The Gist of ServiceNow CSM Implementation
Make customer service your competitive advantage
By creating a reputable support center and enhancing brand trust
Boost your customer support agents’ productivity
With visual task tracking tools, intuitive workspaces and automatic categorization, routing and prioritization of cases
Increase your customer satisfaction scores and retention rates
By speeding up case resolution, providing customers with self-service opportunities and raising product/service awareness among them through communities and a shared knowledge base
Additional benefits of ServiceNow CSM:
If used with ITOM
Powering proactive customer service to solve issues before customers report or even know about them
If used with ITSM
Enjoying seamless cross-departmental collaboration to solve tricky customer cases faster
If used with ITBM
Cutting operational costs and adjusting your offering according to the feedback and needs of the customer
- Avoiding the complexities of redesigning and adopting new processes, ScienceSoft can keep your existing customer service practices in status-quo and customize ServiceNow CSM to support them.
- Perceiving ServiceNow CSM as a source of best practices, we can change your customer service processes according to ServiceNow to avoid excessive customizations.
- Having analyzed the efficiency of your current customer service processes, we can decide to tune them with your particular business specifics in mind and then customize ServiceNow to reflect the improved processes.
Studynig your needs and working out detailed requirements for your ServiceNow CMS solution
Configuration and customization
Configuring and customizing ServiceNow, migrating data from your legacy syctems and doing integrations and QA
Solution rollout activities
Launching the solution, training users and providing after-launch support
Optional: ScienceSoft can run a pilot project before embarking on the full-scale solution implementation. This project can contain a minimum viable set of functionality to give you a real-life sneak peek of the future solution’s outcomes and whether they suit your needs and expectations.
Due to a high dependency of ServiceNow CSM on extensions powered by other ServiceNow products, implementing CSM requires experience with ServiceNow functionality outside of this product. ScienceSoft has expertise in all ServiceNow product lines – CSM, ITOM, ITSM, ITBM, SecOps, HR, etc. – and is a Premier-level ServiceNow partner, which makes us qualified to take up your ServiceNow CSM implementation project.
Find out more about our ServiceNow implementation offering in the link or ask your ServiceNow-related questions in the Contact Us form available in a click below.