The new program solves problems faster by connecting departments, systems and workflows
Cloud service company ServiceNow (NYSE:NOW) today launched a new program that connects departments, systems, and workflows to change the way organizations handle customer service. ServiceNow’s customer service management uses structured, closed processes to diagnose and resolve the causes of customer problems.
More and more companies provide mixed products and services. For example, manufacturers of medical equipment must maintain their equipment in hospitals. They monitor them in real time, receive fault notifications, and perform active maintenance based on operational indicators and contractual obligations. When a problem occurs, the solution requires cooperation and coordination between customer service, technology, operations, field service, and other departments.
Abhijit Mitra, Head of Product Management for ServiceNow Customer Service Management, said: “With the integration of products and services, traditional customer service tools have become inadequate. Exceeding customer expectations requires not only responding to calls, but also bridging the gap between customers. Solving problems. Providing quality services is teamwork in a digitally connected service economy.”
ServiceNow applies its industry-leading service management functions to customer service to bridge the service gap. Different from traditional CRM products that follow customer promises, customer service management links the relevant personnel, systems, and processes required to ensure a good service experience for customers. The end result is reduced call volume, lower costs, and improved customer satisfaction. Specifically, organizations can:
Solve customer problems quickly and proactively: Link the customer service team with other departments to shorten the time to identify and resolve the root cause of the problem.
- Visit the ServiceNow forum to learn more about customer service management, and connect with experts and the Service Matters blog for news opinions.
- Run our demo to see how customer service management can help.
About ServiceNow
ServiceNow is changing the way people work. By focusing on the service-centric activities, tasks and processes that make up the workday, we help modern companies run faster and have better scalability. Customers use our service model to determine, structure and automate workflows, get rid of the dependence on e-mail and spreadsheet software, thereby changing the company’s service delivery and management methods. ServiceNow provides service management for all departments of the company, including IT, human resources, factory management, field services, etc. We provide a consistent lightspeed experience through the company cloud, which is designed to handle all services. Visit www.servicenow.com for more information.
ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow, Inc. All other trademarks and product names are registered trademarks of their respective owners.
Media contact:
Andreas Wadensten
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