Customer service with ServiceNow

With a ServiceNow solution for customer support and service, your organisation will have the ideal tools to render the optimum service for the company's customers.

By virtue of a one of a kind overview and tools for systematising, prioritising, and acting, your employees will have knowledge and information available, which allow them to be on the spot, when it counts.

With ServiceNow, the customer has access to a customer portal, which gives the customer access to all relevant resources, including information about the customer's devices and services, guides and trouble-shooting, support, booking of visits from technician/fitter, and more.

With the application "Field Service", there is access for planning for employees in service cars, and a mobile interface serves to make every day easier for the company's technicians/fitters.

User-friendly customer portal

ServiceNow's Customer Service application offers a user-friendly and service-oriented customer portal, where you choose the look and information that is at the customer's disposal. A number of functions are prepared, including:

  • Creation of cases
  • Status of open cases
  • Planned work
  • History of service and items
  • Knowledge base
  • Operation Status
  • Community / discussion forums

The service portal works as a "Single Point of Contact" and can facilitate all the customer's needs for contact, orders, insight, collaboration, warning, status overview, self-service, reporting, etc.

Field service ServiceNow
Field Service

Field Service in ServiceNow gives access to handling job assignments for technicians or fitters, who are on the move:

Mobile interface

The mobile interface is designed for the service technician's needs. The technician can by mobile or tablet quickly get access to all relevant information about customers and cases. It is also easy through the mobile interface to report time and add details on items and cases. Correspondingly, the employee in the field can easily accept or decline tasks, follow time of transport, working hours, among other things.

When a job is complete, the technicians can via a mobile device receive a receipt/signature for work done at the customer, and when the visit comes to an end, there can be send a questionnaire to the customer.

Planning

In the office, tasks out of the house can be managed from competences, time of transport, priority, and which resources, there are available. With the drag and drop functionality, it is simple to plan and re-plan calendars and visits, both planned and not planned service.

Customers

As in the remaining part of the customer service application, customers have access to the customer portal, where they unassisted can find answers on cases or help for troubleshooting and access their own information and cases. They can also via the online ticket system book visits or services.

Stock control

In addition, stock control of repair units and billing as a demand arises are an integrated part of the Field Management application. It is e.g. possible to both draw and reserve products and predict, when reordering should happen.

Directory and statistics

A lot of options for directories and summaries are enclosed - both in numbers and graphics to contribute to an overview and optimization of services. Naturally, all of it can easily be tailored to your company's specific needs.

Meet your customers on their preferred medium

The Customer Service application in ServiceNow gives your customers the possibility of choosing the method of contact. They can freely choose to communicate through the following media:

  • E-mail
  • Web
  • Phone
  • Chat
  • Text message
  • Social media

Customer inquiries are directed instantly - via ServiceNow - to an employee with the relevant qualifications and field of responsibility.

Monitoring and handling of "major issues"

Tools, which constantly monitor services, are placed at the customer's disposal. System status is in general views, which the customer can reach through the customer portal.

The Major Issue Management functionality in ServiceNow makes sure that you can move fast, when problems arise. It is possible to quickly identify affected customers, send information, and handle the entire solution process efficiently.

Quick response with automations and machine learning

Automations can with advantage be used in relation to customer inquiries and they will in many cases generate great value. An inquiry can bring about an automatic response, possibly an answer matching the content in the message form the customer. Automations will in some types of inquiries be able to solve problems - without involving employees in the organisation - for instance changing a password or creating a new user.
With "human assisted machine learning" the system will further be capable of picking up the user's aggregate actions and thereby be able to predict, what the probable response should be. As an example, if the customer creates a case in which "invoice" is mentioned, ServiceNow can over time monitor, how inquiries with the word "invoice" typically go to the bookkeeping department and by it deduce that inquiries with this word automatically should be directed to finance. It speeds up the response on customer inquiries considerably and places less heavy demands for categorising of the inquiry.

Overview of the customer's set up

With ServiceNow there is the possibility of a detailed registration of the customer's items, services and connection of systems.

The registration is done in ServiceNow's CMDB (Configuration Management Database). Here is all relevant information of the customer's installation and services together with relations to other services. With an updated CMDB your organisation gets the overview of the customer's set up and thereby the tools for always reacting quickly and deliver a second to none service.

You can also open for monitoring of the customer's technical set up, both through ServiceNow and extern solutions. By this, you ensure that bugs are quickly identified and, in some cases, completely avoided.

Want to know more?

Let Syspeople contact you.

Get an active contribution to a succesful project

In Syspeople we have focus on bringing value to your project. We contribute to seeing the targets from all angles, both your business' goals and your customer's. Besides expert knowledge within ServiceNow, we can on the strength of our delivery model and training challenge you and ask questions, which can contribute to making your solution even better.

We can also offer to set you up with other customers, for whom we have implemented the Customer Service application.

Please, feel free to contact us for a dialogue. Use the contact form to the left or call us on +45 7034 5657.