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 9-year ServiceNow implementation expertise.
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.
The Operations Management extension involves Event Management, Discovery and Operational Intelligence features of the ServiceNow ITOM product that let you monitor the health of services/products provided to your customers and proactively note and remedy deviances.
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.
By creating a reputable support center and enhancing brand trust
With visual task tracking tools, intuitive workspaces and automatic categorization, routing and prioritization of cases
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:
Optional: Qrapp 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. Qrapp 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.