ServiceNow
Customer Service Management
Become a true customer-centric market leader through the application of CSM principles. Engage your clients proactively, understand their unique needs and challenges in order to provide impeccable, 21st century customer service. Discover more in our ServiceNow CSM Service Catalogue.
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Our Customer Service Management Services
Case management is the basis of customer service management. It provides much needed transparency for both your organization and your customers, for each customer query, issue or question.
Main Customer Challenges
- Current tool does not provide transparency into cases for both your organisation and your customers
- Different channels (email, chat) use different tools for handling customer cases
- Current toolset does not allow reporting, SLAs or measuring customer satisfaction
- Current tools are not aware of data about your customers (for example, what level of service they should receive)
Devoteam Response
- Implement ServiceNow CSM case management
- Connect and unify various customer support channels
- Integrate customer master data (e.g. from CRM)
- Deploy Service Portal for case management
Key Customer Benefits
- Better User Experience and basic self service for the customers
- Customers have visibility of progress of their current cases and also see their previous queries
- Gain a live overview with integrated reports, measure compliance with SLAs
- Decreased Time-to-Resolution
- Increased Net-Promoter-Score
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Service Portal is where your customers go when they need something. ServiceNow made sure the portal provides a great user experience and easy way to raise case in case management.
Main Customer Challenges
- Large amount of cases is created by email or phone, and therefore it often lacks crucial information
- Your customer base scales exponentially and your support staff cannot keep up with that
- You want to provide information about your products and services at the same place as your customers already go to solve their problems
- The portal reflects your unique brand and acts as your ambassador, therefore it must be carefully designed and provide the best user experience
Devoteam Response
- Implement ServiceNow CSM Service Portal
- Implement knowledge management and optimize full text search
- Deploy our UX specialists to fine-tune your customer experience
- Automatically suggest knowledge articles before case creation
- Integrate additional data and make it available to your customer (for example, their invoices, information about products they have)
Key Customer Benefits
- Drive self service – your will build a solid base of knowledge
- Integrate the ServiceNow platform firmly into your brand
- Use the Service Portal as another channel for your marketing and communications with your customers
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Configurable workspace is a result of continual investments of ServiceNow into the platform. Similar to Service Portals providing great user experience for your customers, Agent Workspace gives world class experience to your agents.
Main Customer Challenges
- You assign cases to groups automatically and let agents assign to themselves manually, but some of the cases stay unassigned
- Support managers assign cases to individual agents manually, but this is requires their constant attention and awareness of each agent workload
- You have high volume of cases
- You want to implement chat channel
- You want to provide best experience for your employees working with ServiceNow
Devoteam Response
- Train your agents to use Configurable Workspace for world class user experience
- Roll out mobile app for your agents
- Implement Advanced Work Assignment to replace pull based model of assignment with push based one
- Implement Agent Assist to automatically suggest knowledge articles or similar cases
Key Customer Benefits
- Ensure that your agents have balanced workload, while respecting their capacity and priority of the work
- Do not allow even a single case or chat conversation to be unassigned for too long
- Decrease mean time to resolve with Agent Assist
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
ServiceNow is a platform with unprecedented automation possibilities. It can easily integrate with other systems, employ AI to help you handle large volumes of requests or simplify the work for your stuff to make them focus on what is important – helping the customer.
Main Customer Challenges
- You are constantly asked to do more with less
- Your processes get more complex and / or varied and you constantly need to retrain your staff and training newcomers gets increasingly difficult
- You want to reap the benefits of progress in artificial intelligence
Devoteam Response
- Together, we will analyse your processes and create a roadmap of automating some (parts) of them
- Together, we will choose the right tool for the job, whether it is AI, process automation (via Playbooks or Guided Decisions) or integrations (using Integration Hub)
- Devoteam will implement the improvements with best effect/effort ratio
- We will ensure you know how to maintain the solution
Key Customer Benefits
- Decreased time to resolve
- Increased work satisfaction of your staff
- Better process adherence, even from newcomers
- Better data quality thanks to the integration of other tools
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
ServiceNow Performance Analytics is an in-platform process optimization solution, which will help you to make your customer service more efficient and provide better service to your customers.
Main Customer Challenges
- You know how many active cases you have today, but cannot compare it with how many you had a month ago, or a year ago.
- You don’t see a trend in your reports
- You need to be able to anticipate the trend of workload, to be able to hire new staff
- You need to check your reports multiple times a day, to see if there is no issue (for instance, average age of cases is above certain threshold)
Devoteam Response
- Install and review ServiceNow Performance analytics content packs for Customer Service Management, Advanced Work Assignment and others
- Adjust the indicators, breakdowns and dashboards for your needs
- Empower your team to know how to interpret the data and set own targets and thresholds
Key Customer Benefits
- Track and manage your teams performance over time
- React immediately to negative (but also positive) trends that are developing right now
- Predict your teams performance into the future
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Community is a great way to get your customers engaged. You can leverage community to expand your knowledge base and create cases out of customer questions, in case that it needs to be answered by your customer support team.
Main Customer Challenges
- Your product or service is highly complex and customers therefore ask your customer support a lot of questions
- You start with limited content in your knowledge base or documentation
- You want to engage with your customers in less formal way
- You want to gather input from your customers to improve your product or service
- You want to identify and foster experts community of experts on your products or services
Devoteam Response
- Initial setup of ServiceNow Community
- Initial setup of gamification to keep your community engaged
- Train your moderators and administrators
Key Customer Benefits
- Reduce customer support costs
- Find and develop brand advocates
- Get instant feedback, insights and possible improvements from engaged customer base
- You can use the community answers to improve your own knowledge base
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Virtual agent is an easy to administer chatbot, providing great user experience even if your live agents are not available.
Main Customer Challenges
- You are considering implementing chat as one of the channels, but you are worried it will overwhelm your agents
- Or you have already implemented chat channel
- The waiting times for your customer chat queues are increasing
- You often get rather trivial requests on the chat, however your agents have to answer them nonetheless
- You want to take customer experience on your portal even further
- You already have a chatbot, but you look for something deeply integrated into your primary support platform (ServiceNow)
Devoteam Response
- Implement ServiceNow CSM Virtual Agent
- Deploy and review pre-built conversations
- Adjust the pre-built conversations according to your business needs
- Implement Natural Language Understanding (NLU) for Virtual Agent
- Continuous improvement of NLU predictions
- Optionally, implement Engagement messenger for your own web portal
Key Customer Benefits
- Decrease amount of new chats your agents need to handle
- Increase customer satisfaction, as their chats are handled faster
- Insight into what information your customers need the most
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
Proactive Customer Service Operations enables you to track the services use by your customers. If you identify any disruptions to a customer’s services, you can proactively create a case to notify them.
Main Customer Challenges
- You don’t have forward warning, if the services you provide have an outage
- Or, there is no way simple way to inform customers, affected by the outage proactively
- Once an outage occurs and affects many customers, your agents are overwhelmed by duplicate cases from different customers
Devoteam Response
- Implement or review Event management (this is part of IT Operation Management)
- Integration with source of necessary master data (e.g. what products and services your customer are using)
- Implement ServiceNow major issue management
- Train your administrators how to use recipient lists to enable major issue management
Key Customer Benefits
- Resolve issues before your customers notice them
- Ensure that only one major case is created for any number of affected customers, significantly reducing the number of double work
- Get the confidence, that you services are working as expected
Implementation times and other estimates are subject to discussion and variability across projects. Contact us for more details.
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With 25 years of service management expertise, we streamline strategic evolution of our clients in innovative and exciting ways. They always receive the best bespoke solutions from our team of hundreds of experts across 18 countries – we’ve supported thousands of clients across EMEA and beyond. With a firm focus on customer-centric design, our management consultants always work in synergy with our delivery experts to drive holistic transformation – so every element of their enterprise is aimed towards excellence. Their full ServiceNow platform coverage and expertise is backed by the collective brainpower of our International Centres of Excellence (ICE) in Toulouse and Prague – as well as our status as ServiceNow EMEA Elite Partner of the Year 2023. With an award-winning partner by your side, there’s no limit to what you can achieve. Want to find out more about our local entity in the Czech Republic, Slovakia, Austria and Switzerland?
