Customer service isn’t just a support department anymore. It is a strategic differentiator. Excellent customer service is the difference between a successful company and a struggling one. No wonder businesses worldwide are seeking innovative ways to enhance their customer service!
However, merely the intent doesn’t suffice. You need what it takes to transform your customer service from its very foundation.
That’s where ServiceNow CSM steps in. It is one of the widely used services, alongside ServiceNow IT service management. Nearly 1900 companies, many of which manage 10,000+ employees, use ServiceNow CSM to enhance customer service. Many have driven exemplary transformations. Let’s look at five.
ServiceNow Customer Service Management, also called ServiceNow CSM, is a cloud based platform that helps businesses improve customer service.
The platform helps them transcend conventional support desk solutions and capabilities. It unifies customer interactions across different channels, automates workflows, and provides agents with a comprehensive view of the customer.
ServiceNow CSM also empowers customers in various ways. It helps them find answers themselves, communicate their concerns, and receive proactive support.
While improving customer service, ServiceNow CSM also integrates comprehensively with ServiceNow IT Service Management (ITSM). The integration helps break down silos, enabling quick technical issue escalation. You can even use ServiceNow IT Asset Management data to understand a client’s hardware or software configuration.
Key Features of ServiceNow CSM include:
ServiceNow CSM aims to enhance customer service, increase operational efficiency, and curb service costs. But merely saying this doesn’t help. Here are five real world examples that transformed customer service with ServiceNow CSM.
From elevating self service to consolidating global support, here’s how ServiceNow CSM drove the difference for these companies.
The company faced high call volume, and its customers, on the other hand, struggled with inconsistent service experiences. ServiceNow CSM helped it enhance its customer self-service portal. It involves consolidating knowledge articles, enhancing search functionality, and simplifying the process of finding relevant information.
As a result, the company saved or avoided 470-475K cases in Q1FY23. Customer satisfaction scores improved. Clients felt more empowered. The overall satisfaction levels also increased significantly.
One of the world’s largest stock exchanges struggled with a low CSAT as it handled 90,000+ cases across 14+ siloed business departments. It implemented ServiceNow to unify all channels and centralize case management and reporting on a single platform.
Consolidation and automation led to a 65-70% improvement in CSAT and a 35-40% reduction in Mean Time to Resolution (MTTR) by eliminating departmental silos.
Proven transformations start with the right partner.Our experts ensure it delivers measurable results
A financial services firm experienced a significant customer churn. The reason? Their reactive customer service approach. But ServiceNow CSM helped it become proactive. It helped the company monitor systems to identify potential service disruptions or customer issues before escalation. Support teams, therefore, reached customers proactively with solutions or updates.
Integrating ServiceNow CSM helped reduce customer churn by 8-10% for specific product lines. It also saw a considerable increase in customer trust and satisfaction.
A global manufacturing company struggled with inconsistent service delivery across various international markets. Each of its branches in these markets had its own support system. ServiceNow CSM implementation consolidates all customer service operations with a single record system and provides consistent processes.
The company’s service consistency increased by 15-20%. Besides, the average resolution time dropped by 12-15%. Thanks to standardization and centralization!
ServiceNow CSM isn’t just a software platform. It is a transformation catalyst. The above companies continue to enjoy the benefits of the platform. So, why are you grappling with customer service concerns? Amidst the fierce competition, you need what really helps you delight your customers and encourage them to stay with you.
So, choose to implement ServiceNow CSM and make a strategic move. Diacto, one of the leading ServiceNow consulting experts, is here to help. We cover various areas of ServiceNow, including customer service, IT asset management, IT operations management, IT service management, ServiceNow GRC, HR Service Delivery, and Security Operations.
Our experience and expertise will help you reap optimal benefits from ServiceNow CSM. Please email us at info@diacto.com to explore more about our proposition with our experienced ServiceNow specialists.
