Every Customer Service Organization in the world essentially has two objectives at the core of all its operations – Increase Customer Satisfaction; while simultaneously decreasing the cost of doing so.
ServiceNow Customer Service Management (CSM) tool offers a solution for this challenge through the following robust features:
End to end workflow management and intelligent routing for the intake, triaging and resolution of customer cases
Omni channel support – allowing customers to choose the communication channel with which they engage with the organization
Customer Self Service driven by Knowledge Management for the most frequently addressed requests
Comprehensive case resolution through Integration with other ServiceNow applications like Event Management, Facilities, Problem and Change Management, Asset Management and Portfolio Project Management
Empower customer service agents by alerting them when events occur and configuring rules-based special handling instructions
The main benefit of this approach is that you avoid long systems implementation cycles and the “black box” approach – where you only see the benefits of the system after a long SDLC cycle and users interact with the application only during UAT or after go-live.
Through the PASS approach – organizations can quickly and incrementally build their capabilities and iteratively provide smarter requirements for future PASSes. Our team has demonstrated success in managing and implementing the methodology across various ServiceNow applications for both IT Service Management (ITSM, IT Operations Management) as well as Business Service Management (Human Resources, Finance Service Management, Facilities Service Management etc.)
To achieve the entire portfolio of functionality offered by ServiceNow®, and to leverage the art of the possible, we recommend a four-PASS process.
PASS 1: Build Foundation Capabilities for your CSM Agents
Regardless of whether you’re building your Customer Service Management capability afresh with ServiceNow CSM or migrating from a legacy application, there are some core set up activities that need to be performed.
This includes activating ServiceNow instances; setting up core elements like users, roles and groups; setting up customer information; and configuring a Service Catalog – which defines the types of services your customers are likely to request. At first glance, this might look like a lot of effort. However, ServiceNow’s robust and highly configurable platform capabilities make the foundational step relatively easy.
In this preliminary step, you can set up basic administrative functionality like using rules to route and assign cases and start to track and analyze customer service trends and metrics. ServiceNow’s intelligent routing capabilities allow you to assign cases to agents based on skills, availability, workload, priority, geography and other similar criteria.
At this stage, we also recommend you initiate a Knowledge Base and start developing content which can be used by agents.