BeyondTrust integrates remote support with ServiceNow CSM

BeyondTrust announced a new integration between its remote support solution and ServiceNow® Customer Service Management (CSM). This integration enables support departments using ServiceNow CSM and BeyondTrust Remote Support to benefit from smoother and more efficient workflows and processes, and an improved user experience. The integrated solution also allows customer service to maintain best security practices while increasing support efficiency and resolving more incidents from the first contact.

This solution enables BeyondTrust and ServiceNow joint customers to resolve support incidents faster and more effectively, resulting in a better customer experience. This integration creates a “one-stop” experience, enabling customers to integrate technology, gain visibility into business processes, accelerate communications and reporting, and maintain compliance.

BeyondTrust Remote Support provides out-of-the-box integration for leading service desk, CRM, and system management solutions. The remote support integration of BeyondTrust and ServiceNow enables organizations to provide services more effectively, reduce the need for operations, and manage processes, workflows, and customer experience more effectively.

With ServiceNow and BeyondTrust, customer service can not only track and resolve cases, but also analyze root causes and ultimately resolve issues. Technicians can directly start a remote support session from a support ticket or change record, use the support session details to automatically update the ticket, and include chat transcription and session records in the ticket. This has brought lower costs, higher service quality and higher customer loyalty to these organizations.

The benefits of integrating BeyondTrust’s remote support with ServiceNow CSM are:

• Improve the first call resolution rate

• Automation reduces the manual workload of technicians

• Efficient resources to support the department

• Eliminate manual tasks and errors

• Keep accurate records

Remote support The integration of BeyondTrust and ServiceNow CSM is now available in the ServiceNow AppStore.