Improving Customer Service with ServiceNow CSM

Business Overview

The client is a leading telecommunication firm faced with challenges in providing efficient and timely customer service. These challenges led to inefficient processes, data silos, lack of access to self-service tools, and poor collaboration. To address these issues, the client implemented ServiceNow CSM (Customer Service Management).

Challenges

Some of the major challenges faced were:

Inefficient processes: Clients’ customer service workflows were manual and lacked automation, leading to slow resolution times and frustrated customers.
Data silos: Customer data was scattered across different systems, making it difficult for agents to get a holistic view of customer interactions.
Limited self-service options: Customers lacked access to self-service tools, leading to an increase in call volume for simple inquiries.
Poor collaboration: Different departments within the client’s company struggled to collaborate effectively on resolving customer issues.

Solutions

We implemented ServiceNow CSM to address challenges faced by clients leveraging the Management capabilities of ServiceNow CSM offering the following benefits:

Streamlined workflows: Automated ticketing system, routing inquiries to the right agent, and predefined workflows improved resolution times.
Centralized data: A single platform for storing all customer data provides agents with a 360-degree view of customer interactions.
Self-service portal: A knowledge base and self-service portal empowered customers to find answers to common questions independently.
Improved collaboration: ServiceNow CSM facilitated seamless communication and collaboration between teams, ensuring faster issue resolution.

Increased Customer Satisfaction

Increased Agent Productivity

Reduced Operational costs

Become a Next-Gen Business with us!

Other Case Studies

11 Sep, 2024 0 Comments

Shopping cart

Salesforce

GCP

Cloud

ServiceNow

AWS

Additional