LOUISVILLE, KENTUCKY
DENVER, COLORADO
CHICAGO, ILLINOIS
MADISON, WISCONSIN
HARRISBURG, PENNSYLVANIA
ATLANTA, GEORGIA
CINCINNATI, OHIO
TORONTO, ONTARIO
HYDERABAD, INDIA
BANGALORE, INDIA

V-Soft's Corporate Headquarters

101 Bullitt Lane, Suite #205
Louisville, KY 40222

502.425.8425
TOLL FREE: 844.425.8425
FAX: 502.412.5869

Denver, Colorado

6400 South Fiddlers Green Circle Suite #1150
Greenwood Village, CO 80111

TOLL FREE: 844.425.8425

Chicago, Illinois

5215 Old Orchard Road Suite #950
Skokie, IL 60077

TOLL FREE: 844.425.8425

Madison, Wisconsin

8401 Greenway Boulevard Suite #100
Middleton, WI 53562

TOLL FREE: 844.425.8425

Harrisburg, Pennsylvania

4813 Jonestown Road Suite #103
Harrisburg, PA 17109

TOLL FREE: 844.425.8425

Atlanta, Georgia

1255 Peachtree Parkway Suite #4201
Cumming, GA 30041

TOLL FREE: 844.425.8425

Cincinnati, Ohio

Spectrum Office Tower 11260
Chester Road Suite 350
Cincinnati, OH 45246

Email: sales@vsoftinfrastructure.com
Phone: 513.771.0050

Toronto, Canada

1280 Finch ave w suite 312 toronto, Ontario M3J3K6

TOLL FREE: 844.425.8425

Hyderabad, India

Incor 9, 3rd Floor, Kavuri Hills
Madhapur, Hyderabad – 500033 India

PHONE: 040-48482789

Bangalore, India

GINSERV, CA Site No 1, HAL
3rd Stage Behind Hotel Leela Palace
Kodihalli, Bangalore - 560008 India

The Biggest Customer Service Challenges Solved by ServiceNow's CSM

Customer Service Professional answering user requests with the help of CSM portal

In the era of consumerizing service delivery processes, Service-as-an-Economy is driving the modern IT revolution. To help organizations better, ServiceNow’s Customer Service Management (CSM) is helping organizations to streamline and personalize the service management process. This is a one-stop solution offering omni-channel support to manage the entire Client/Customer satisfaction sphere. 

CSM comes with a portal that acts as a single window clearance for any sort of Clients/Customers issues; like, report an incident, place a new request, get queries addressed, and so on. The CSM portal provides a birds-eye-view on the current usage of the services and thereby promoting better capabilities to make informed decisions for the clients or the customers.

 Pain Points in Customer Service Management

75% of customers believe it takes too long to reach a live customer service agent.”

 Harris Interactive Survey

Below are the most common pain points that an organization can experience in achieving getting better customer service at limited budgets with fewer efforts:

  • Customer service teams receive increased volumes of service requests across multiple and disjointed engagement/communication platforms.
  • The support is hindered due to the usage of various disconnected systems, manual processes and having to address the same issues day-after-day.
  • Pressure to reduce operational costs.
  • The support team’s incapability to skillfully locate the issues and effectively resolve them is resulting in the least customer satisfaction and frustration.
  • Getting deep insights into the reasons why people are contacting the customer service are limited.
  • Cross-company investigation of customer problems, collaborative analysis, and problem-solving is messy.

Marching Towards Solution

The stop-at-once solution for all the above points is the attainment of ServiceNow’s Customer Service Management solution.

ServiceNow illustration Customer Service Management Improvement Process

Figure: Customer Service Management Improvement Process

The ServiceNow’s Customer Service Management (CSM) goes beyond traditional customer service solutions to serve customers—consumers or businesses—faster and more effectively.

The omni-channel support capability provides customers with a choice of choosing contact options of their choice (chatbot, mobile app, voice assistant, portal and so on). The CSM keeps the customer relaxed of the routing process, by quickly routing the issue to appropriate expert teams. Using an online intelligent customer service portal, one can automate, recurring requests, deliver solutions via a knowledge base, and provide customers with a community of experts.

CSM analytics provide deeper awareness of service trends and can aid in locating common issues to be automated. In case of customer request demanding information from various departments, The CSM process conducts a cross-company investigation by coordinating with respective departments, traces out the root cause of the problem, and derives the solution. Doing this manually is time consuming and costing process.

Servicenow Dashboard to Monitor And Predict Service Trends

Figure: Dashboard to Monitor And Predict Service Trends

 What ServiceNow CSM Offers for Your Business?

  • Case Management: This application is single channel reach out for external customers/clients.
  • Intelligent Routing: Auto routes the tickets based on various defined factors.
  • Omni Channel: A Single Channel for external clients/customers.
  • Accounts, Contacts, Products, SLAs, Entitlements: Holds all the engagement details of the customer/client in one place.
  • Self Service Portal: A Web page part of CSM that enables customization with ease.
  • Knowledge Base: Holds list of knowledge articles for the external clients/customers.
  • Communities: This application engages, connects and collaborates with the employee, external clients/customers, partners, and prospects
  • Field Service Management: This application addresses the end-to-end management of tasks that need to be performed.
  • Connection with Other Departments: Part of field service management to manage the field service persons.
  • Issue Resolution: This feature addresses the issues reported by external clients/customers.
  • Voice of the Customer: This feature collects and analyzes client views about the services and in turn addresses the Client/Customer Satisfaction issues.
  • Visual workflow and Automation: This feature enables users to set up workflows and automation process and workflows more visually.
  • Agent Intelligence: To create cases easily by auto-detecting the category, priority, and assignment

Benefits with ServiceNow CSM

90 percent of respondents confirmed that CX is one of the CEO’s top three priorities.”

-McKinsey

Of many benefits the ServiceNow CSM offers, here is the list of some key benefits that adds direct value to your business:

  • Engage Customers across Channels
  • Offer solutions online
  • Deliver better Customer Service
  • Deliver proactive service
  • Reduce service costs
  • Monitor Service patterns
  • Improve the quality of service delivery
  • Streamline operational process

If you are keen on knowing how ServiceNow CSM can be beneficial to your specific problems, please get in touch with our ServiceNow experts  for a free consultation.

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About Author

Lokesh Kumar Narayana, ITSM process expertLokesh Kumar Narayana works as a ITSM process expert at V-Soft Consulting. He holds 10+ years of experience which spans across both infrastructure management and software development services.  He is a ITIL® 2011 expert, Prince2® practitioner, ISO/IEC 20000® practitioner, certified Scrum® Master and a COBIT® Certified Professional. He has some notable contributions to the overall organizational improvements with his existing knowledge as a Principal Consultant in the ITSM Space.

Topics: Technology, ServiceNow, Customer Service Management

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