The ability to manage hundreds of customer service requests in a given day is challenging for any organization. It was especially challenging for one V-Soft Labs client who was struggling to keep up with requests and maintain good customer relationships due to an outdated, heavily manual customer service resolution process. The V-Soft Labs team assessed their unique situation and implemented the ServiceNow CSM module to meet their needs. Watch the video above or read on below to see the benefits of a ServiceNow CSM implementation.
Upgrading to ServiceNow CSM
There are many benefits of ServiceNow CSM, including the ability to interact with clients on different platforms/devices and streamlining the overall ticketing process and workflow. The V-Soft Labs client, a packaging and marketing production company, needed a system that made it easy to view and track the status of customer service requests. The central dashboard and service portal of the ServiceNow CSM module was exactly what they were looking for.
The CSM Implementation has increased productive efficiency...It's easier for them to see, collaborate, troubleshoot and solve issues and requests as they arise.
-Director of IT
Results of ServiceNow CSM Implementation
The client was thrilled to have a successful implementation of the ServiceNow CSM module. The results of the ServiceNow implementation was immediate. Employee satisfaction increased due to the ease of use of the new platform and customer satisfaction also increased with the reduction in resolution times. The ServiceNow Service Portal and Performance Analytics allowed the client to better forecast their business and improve profitability.