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ServiceNow – Customer Service Management

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Capabilities/Applications

Field Service – ServiceNow® Field Service Management makes integrated, proactive, and strategic field service possible. Use drag and drop to match work tasks to technician skills, geographic territory assignments and current location, and available inventory to meet and exceed SLAs. Planned maintenance replaces costly and reactive work. Integrate with ServiceNow Customer Service Management as well as IT Service Management to connect customer service, IT service, and field service processes to swiftly resolve problems and drive higher customer satisfaction.
Incident – ServiceNow Incident Management streamlines the process of restoring service following an unplanned disruption. Incident Management allows IT to capture incidents through a self‑service portal, chat, email, phone, and incoming events and prioritize them based on agreed service level targets. Incidents can be automatically routed to the appropriate resolution group, complete with related information. An On‑Call Scheduling feature ties directly into Incident Management to escalate and assign incidents to the right support teams and assignment groups, with triggers to escalate and send bidirectional notifications so escalations may be acknowledged. Knowledge articles help agents minimize resolution times and service level management helps keeps all work on track.
Problem – ServiceNow Problem Management helps organizations minimize the business impact of service disruptions and prevent future disruptions. Problem Management helps IT investigate the root cause of an incident through structured problem analysis, then document solutions and workarounds in the knowledge base. Trend analysis and periodic service configuration reviews also help to prevent future disruptions, and IT can right‑click from within any record in Problem Management to proactively schedule changes that remediate any issues.
Change – ServiceNow Change and Release Management reduces the cost and risk of rapid, ongoing changes with capabilities such as an intuitive change calendar, dynamic risk and impact calculation, and change collision detection. The ServiceNow Change Advisory Board (CAB) Workbench simplifies CAB meetings, enabling change managers to easily schedule, plan, and manage meetings from a single source. Built‑in integration with ServiceNow applications such as Problem Management and Software Development Lifecycle ensures that activities and data flow smoothly between applications, insulating both IT and business operations from unplanned and uncontrolled change.
Release – ServiceNow Change and Release Management reduces the cost and risk of rapid, ongoing changes with capabilities such as an intuitive change calendar, dynamic risk and impact calculation, and change collision detection. The ServiceNow Change Advisory Board (CAB) Workbench simplifies CAB meetings, enabling change managers to easily schedule, plan, and manage meetings from a single source. Built‑in integration with ServiceNow applications such as Problem Management and Software Development Lifecycle ensures that activities and data flow smoothly between applications, insulating both IT and business operations from unplanned and uncontrolled change.
Request – Offer all your defined business and technical services and harness the power of employee self-service and automation through a flexible storefront of service offerings with the ServiceNow® Service Catalog & Request Management Application. Drag-and-drop your way to a powerful, world-class experience and improve communication, transparency, and the perception of IT by the rest of the business. Empower your business and technical users to interact and order the services they need to do their job, provide transparency into the approval process, and allow users to track the progress of their own requests.
Asset – ServiceNow Asset Management tracks the financial, contractual, and inventory details of hardware and virtual infrastructure – as well as non‑IT assets – throughout their lifecycle. Asset requests are handled using workflows to obtain approvals, validate entitlements, issue chargebacks, and provision services. Once an asset is deployed, Asset Management records all maintenance activity and enables IT to perform regular audits, right up until asset retirement.
Cost – ServiceNow Cost Management quantifies the financial costs of IT services and assets. This fit‑for‑purpose application not only provides insight into what is being spent, but also where – and why – costs are being incurred. ServiceNow Cost Management consolidates the reporting and tracking of costs to provide service and project views of expenditure.
Communities – ServiceNow Communities, a major new application in its Customer Service Management solution. More than ever, companies rely on loyal customers for business growth. Yet many aren’t delivering the service customers expect – personalized, relevant, and always‑on. ServiceNow Communities provides a personalized, self‑service experience for every customer. Their profile, cases, products, services and notifications are there for real‑time access. Customers get the information most relevant to them by engaging with peers and experts and from contextual search. A customer‑specific activity stream ensures they only get desired updates. Now, companies can reduce case volumes, obtain new perspectives into product use or customer needs, and expand overall reach to new prospects.
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Description

ServiceNow Customer Service Management (CSM) goes beyond traditional customer service solutions to serve your customers—consumers or businesses—faster and more effectively. It gives customers their choice of contact

options with omni-channel engagement. Customer issues are quickly routed to the appropriately skilled agents. Using an online customer service portal, automate recurring requests, deliver solutions via a comprehensive knowledgebase, and provide customers with a Community of peers and experts. Great service is not just the responsibility of the customer service department. With Customer Service Management, connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction.

Enable Work From Anywhere
Use our mobile app to perform and record work tasks in the field.Accept or reject tasks, track travel and work time,and access scheduling information on supported smartphones and tablets.

Present questionnaires to collect required work information.Allow customers to acknowledge completed work with a signature on the mobile device

Increase Customer Satisfaction
Provide online self-service options with integrated knowledge management and communitiesReduce Service Costs
Drive efficiencies by automating tasks for common customer issues with the service catalog
  Improve Agent and Field Tech Productivity
Deliver service as a “team sport” by connecting customer service with field serviceIncrease Revenue
Monitor service patterns to identify opportunities to automate common solutionsImprove Product or Service Quality
Utilize the Internet of Things to identify service and product issues before they affect customers
  Integrated Field Service Management provides customers with end to end visibility from issue to resolution.

You avoid business disruptions and improve asset utilization significantly with planned maintenance.

Mobile enabled agents can quickly view and record information on the go to resolve issues faster.

Analyze results to further increase efficiencies and raise service quality.

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Additional information

POWERED BY

ServiceNow, Quintica(Custimisation and Configuration)

MONTHLY SUBSCRIPTION

Monthly per user

SUPPORTED INTERFACE

Desktop, Mobile

SUPPORTED OS

Windows, Linux, iOS, Android, Windows Phone

INTEGRATIONS

REST API, SOAP API, JavaScript API, OAuth2, CORS

TRAIL

YES

LICENCING

YES

PRICING MODEL

Starting from $125 per fulfiller, $60 per 1000 portal visits

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