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WHAT IS SERVICENOW CUSTOMER SERVICE MANAGEMENT?
Introduction to ServiceNow Customer Service Management
Customer Service Management (CSM) is a series of workflows, tools, and best practices for developing, optimizing, and delivering excellent customer experiences. CSM is often used to automate tasks to streamline the customer experience: connect departments, workflows, and systems to resolve roadblocks, and proactively resolve issues before they reach customers.
CSM INVOLVES A WIDE RANGE OF CAPABILITIES
ServiceNow Customer Service Management keeps you competitive.
Customer Service Management helps reduce customer churn, promote engagement, and fulfill needs across a company—like providing seamless workflows to employees. From onboarding, turning feedback into insights, identifying churn, aligning your team, and providing visibility into client interactions, CSM helps you streamline all aspects of your customer service.
As solutions become more comprehensive, consumers expect more from the companies they work with. According to Microsoft, 90% of consumers consider customer service before deciding on a business. In the U.S., poor customer service results in an estimated loss of $75B annually.
Understanding the role of CSM in your digital transformation is key to your success. With ServiceNow, you have a scalable solution focused on continuous improvement. And you’ll be prepared to grow with your business—no matter how high you soar.
The Power of ServiceNow CSM, Backed by Data
By empowering customers with personalized self-service options, breaking down silos, and automating processes, ServiceNow CSM gives organizations the right tools to provide a consistent experience—with every customer.
Businesses’ growing need to provide an excellent customer experience drives significant growth of CSM. ServiceNow CSM, in particular, delivers transformative results to companies across industries. According to a report from Forrester, four customers saw the following combined impact in just three years:
176%
ROI
$8.75m
NPV
6 mo.
Payback
40%
Reduction in Phone Contact
72%
Reduction in Email Contact
Why Businesses Choose ServiceNow for Customer Service Management
Modern businesses know investing in a cloud-based CSM platform is one of the most important, strategic ways to differentiate themselves in a competitive marketplace:
According to Forrester, organizations are turning to ServiceNow CSM to deliver a seamless, integrated customer experience and drive operational efficiency. Forrester found the platform to specifically help organizations:
- Drive down costs
- Improve customer satisfaction
- Scale as necessary
- Connect teams across departments to quickly find & fix issues
- Proactively prevent customer calls
AWARDS & RECOGNITION
#1 Customer Satisfaction Award
Global Accelerated Growth Partner
Fastest Growth European Partner
Outstanding ServiceNow Partner
Where CSM and ServiceNow are Headed
Improving the customer experience with CSM is essential:
- 81% of businesses consider CX a competitive differentiator.
- 89% of CEOs consider developing customer trust a top investment priority.
- Companies focused on customer experience are three times more likely to exceed their business goals.
The CSM industry expects to grow significantly in the coming years:
- The global market size is expected to grow from $9.5B in 2021 to $16.9B by 2026.
- The size of the US CX industry is expected to grow 15% annually through 2028.
As a leading cloud-based platform, ServiceNow capitalizes on these market trends and helps your organization do the same.
Let’s start the conversation. Get in touch today.
Our experts draw on years of experience with ServiceNow to ensure clients get the most value out of the NOW platform. Let us help you decide where to start, get your team up to speed fast, and deliver an even greater ROI on your ServiceNow investment.
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