Customer service management, customer-centric »inno3

In the company priority of ensuring a good customer experience for customers, the contact center plays a fundamental role, as long as the contact with the customer actually follows the possibility of taking immediate action (backend) to meet their requirements immediately. Or in a short period of time anyway-this is an in-depth topic in recent contributions. We have also seen how to achieve this, all company departments must be able to work together and eliminate the “manual” steps of tickets and operations as much as possible.

Three priorities for contact centers -Improve the value of customer interactions, improve customer satisfaction and the accuracy/consistency of customer interactions-so it is necessary to create one New roadmap to optimize customer journey, In addition to traditional CRM, as well as “associated” collaboration between company departments to ensure smooth service.
It is in this case that the recommendation is suitable ServiceNow Customer Service Management With an omni-channel approach based on machine learning, you can integrate customer engagement with service operations and delivery to pass cases to the most qualified operators and help them solve problems faster and better.

ServiceNow Customer Service Management

The platform provides a portal with self-service options, able to utilize virtual agents, automated solutions and tools Knowledge management In order to make the request quickly satisfied. In this way, in the case of providing services far beyond the customer service department itself, operators can also achieve higher job satisfaction.Customer Service Management So that the relevant tasks can be assigned to the competent authority. A truly benign “digital operation” to solve complex problems, such as by only sending directional communications to interested customers, which overcomes the passive model and adopts the active model.

There is no shortage of use cases that use customer service management to achieve these goals.We can give an example General Electric Digital Using ServiceNow can reduce the number of solutions used for customer service from 95 to one. Tria (Telecom and telecom operators) have greatly simplified services and overcome the difficulties caused by the company’s silos, the information flow is intricate and cannot provide customers with appropriate services, or Vodafone has adopted the platform Current service Greatly improve the enthusiasm for customers.

In all these cases, customer service management can provide customers with comprehensive services. Customer journey Eliminates the main cause of complex problems-due to links between departments-and is based on customizable self-service technology that can help meet the most common customer requirements. The platform also helps to maximize up-selling and cross-selling opportunities.

The solution is based on a platform that combines smart technology and automated operations Current service, Customer Service Management It can also guide users to effectively develop tailor-made applications and allow you to connect and align existing applications using an omnichannel approach.

Some potential examples Customer Service Management For example, they can identify and assign issues to be solved directly to assist on-site (if necessary, involving the legal department) or finance, while tracking the path of the ticket.

The solution to the problem can also be “extended” to other customers who have not tried it, which also makes it possible to enable customized self-service, such as performing the most common requests, such as changing addresses or registering. Guarantee or change the password. In addition to real-time viewing of purchased products and services, operators can also provide answers in the form of conversations through chatbots, or give answers immediately because they can interact with experts in a certain field.

Going deep into the details, customer service management intelligently uses the most important digital engine.For example, it uses machine learning to Predictive intelligence From it, you can get suggested solutions or find any knowledge gaps.Tool of Predictive intelligence They act in a way that allows automatic classification of individual cases, and thanks to intelligent agents, it will be possible to provide answers “AI assisted” Resolve cases quickly.

ServiceNow CSM Also provides important tools Performance AnalysisRole-based indicators and dashboards with trend analysis; and include all tools for managing project tasks. Among other tools, one of the most interesting features is the ability to assign customer requests and related tasks to other departments, while at the same time you can fully control the workload and practice from the visual task board. It is one of the tools that provides an example of how the solution solves the company’s island problem.

All versions of the solution include case management tools, tools necessary for an effective omni-channel approach, the ability to manage cases using mobile applications, all customer data management tasks, and customer satisfaction survey tools, obviously report with Dashboard on demand.

Not long ago, we mentioned customer service management, which is a solution that can break the company’s silos and ultimately provide customers with better services.for this ServiceNow CSM It is also tightly integrated with three important separately licensed solutions: Project portfolio management (Required for customer project management functions), IT operation management (Discuss in the temporary manuscript and work with “proactive customer service operations” to proactively identify and resolve product issues) and Field service management. Let us discuss the latter in detail.

Field service management

Companies that provide products and services may find themselves in need of on-site assistance with technicians. However, customer service and help desks are often inconsistent with those skilled in the field, and the first result is usually an increase in the number of extra tickets.

Or it may happen that the technicians in the field do not have the skills required to solve a specific problem with just one transmission. While customers and employees are relatively frustrated, although in this sense, the coordination method adopted through digital tools can not only solve the trouble ticket first, but also study the performance of on-site assistance in order to do better in the future.

Therefore, we are talking about key factors. If these key factors are not addressed, it may also have an adverse effect on the brand. ServiceNow Field Service Management It is used to effectively manage the work activities of field personnel.

It allows for dynamic planning of interventions, the use of intuitive planning tools to manage the allocation process (based on skills, travel time, priority) at a glance, and even with simple drag and drop functions, interventions can be reshaped in an intelligent way, Or use the geographic location of wild resources to organize more intelligent interventions.

Field service management It not only integrates with ServiceNow customer service management, but also integrates with IT service management.

Technicians will be able to use their mobile phones to check tasks and tasks at any time, and can also track their performance time, such as planning any maintenance to provide maintenance services. Active service Rather than just performing repairs, which are usually more expensive than normal maintenance schedules.

Using the temporarily designed mobile interface of the machine, personnel who intervene on site can quickly view and record necessary information. For example, technicians can accept or decline activities and track travel and working hours, and can also access (for example) asset Management Learn about stock parts. It is also possible to use convenient checklists to manage, collect, and complete reports containing necessary activities and detailed information about the activities performed.

It’s also good for managers Custom reports and dashboards Obtain information in real time to better organize resource management. Archive service management In turn, it groups key applications and functions into scalable packages that can be selected and used according to actual needs.

Again, there is no shortage of important use cases.E.g cube Use this solution to improve the visibility and efficiency of customer service, even more interesting, let’s discuss it, it’s true TriMedx The solution can handle more than 175,000 cases per month, thereby ensuring assistance for more than 78,000 types of 1.7 million medical devices.

The company is one of the largest clinical engineering service organizations in the United States, and uses a combination of ServiceNow customer service management and field service management to intelligently manage different cases and automate work orders and related tasks. Headquarters and deploy technicians locally based on skills and positions.

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