ServiceNow CSM Overview

Join us on this customer service management's customer service management and field service management blog I'd like to start with looking at some of the critical outcomes that our customers have been looking at or hoping to accomplish with ServiceNow as we find ourselves in unprecedented and uncertain times with this pandemic here.

what I'd like to start with is explain what our customers have expected and what they realized as a positive outcome from past service now projects in generally speaking when customer service management field service management is considered for implementation or by the customer it's in the context of providing a better quality of service providing better feel support solve current resource constraints that everyone has with you know the pandemic making feel in customer service were very difficult with call centers assets resources being limited and scarce they're also looking at improving in optimizing processes we're shipping warehousing logistics last my dealer last-mile delivery our concern and what I'd like to share at the beginning of the blog is some of the outcomes challenges and use cases that we've seen in the industry where customers have implemented customer service management and feel service management.

then give you an overview on what the tools technologies and function features of those products. no matter what the you know the the general thing if you will across whatever the industry whatever the size of the client may be what your what most customers are trying to accomplish is providing a customer-centric customer sort of perspective on the quality of service that have been delivered and right now their model has shifted from the past where the customer is not being dictated and kind of you know given a solution in a situation where here's what we built and here's the the product that you're going to consume the idle model with the new version idle floor that came out last year the way online platform and this interactive sort of world that we live in clients are working with vendors they co-create what the company will you know consume and you know financially in the way that the customers are going to expect their customers to consume their products and services so this is a mutually sort of an exercise where everyone comes together to adopt the process business model and delivery deliver a truly end customer experience.

While resolving customer pains and frustrations and when you create this when you co-create this value stream to facilitate an outcome with a service or a product that your company offers what I'd like to explain to you in the next light is the challenges that are being overcome by our customers in terms of customer service and the areas where you're providing support and services for products and services that are being offered the key challenges that your the Customer Service Management field service management products help to alleviate are improving your and customers overall experience they would like the secure of positive financial outcome which you means that they're taking making better use of their recruiting training labor equipment.

I spent on addressing issues these are some of the key challenges but there are a lot more that goes behind the scenes and it's not always tied to what the you know customer perceives because you're also looking at building a trust and a loyalty and the service that you're providing you're building that with that relationship with your customers you're driving revenue they're driving through a reduced cost improve productivity of your resources and you're also driving through reduced waste for example a client through a product family that we've had wanted to support a site they've had inconsistent service experience from the end users where their portal had a difference or of a view for each product that was being offered and maintained in that required a dedicated development team so that's the type of productivity that's where you're trying to increase productivity and reduce the type of waste that we saw there and you're also looking at expanding into other markets and offering other products and the other sort of challenges that we see is agent spends a lot of time answering calls they continue to answer and take routine you know questions where password resets and other things that use timelessly in a call center they're using multiple applications and they're doing swivel chairs between applications sometimes the cases get passed around and multiple agents you know kind of work on it and it leaves into a frustration on the customer support which reduces the CSAT scores.

Last year we saw major outages with you know large airlines and that really drove their CSAT scores down now I'd like to share some of the case studies that we've seen in the marketplace with customer service management field service management there's a client that we worked with which one to use ServiceNow they enhance their customer experience provide better tools technologies to their staff to service their customers brand drive brand loyalty and have a better customer engagement experience it was another client where it was in the manufacturing sector in here we have other futures functions that can be leveraged where you have audit compliance regulatory type of things that come up in certain industry where your end customers partners and customers are spend times working with you on addressing and solving and working on the cases that are open for work orders that are being open and in this situation a domain separation model could be leveraged and was leveraged for from ServiceNow where data is separated but processes that are built at a higher level for incident you know problem change etc can be pushed down into multiple domains so in other business units or customers who are onboard it onto the ServiceNow platform data is segregated but the process is shared which will really alleviates the administration where each business unit is not spinning up and managing their own instance of ServiceNow.

Another example is in an automotive sector where you have an Asian workspace community's case management workflows I think these are future functions that I'll get more into being leveraged by ServiceNow where work is being pushed out to the field pushed out to the agents based on their skills based on their availability so what you're able to do is not necessarily wait for a become available on a ship and work cases but have the cases teed up and ready for the agents based on their availability workload and experience so the other thing I'd like to clarify here is CSM can clarify who else who is calling you and who's requesting information there's an omnichannel aspect to customer service management that drives work into ServiceNow from a mobile interface from chat email or phone call and there is not a lot of competitors the service now in this face that has a truly plant sort of an end-to-end platform.