Now on Now: How ServiceNow uses the Now PlatformTM to achieve a 13-point increase in NPS and a 25% case deflection rate
- September 23, 2017
At ServiceNow we’re committed to providing a high-quality customer service experience to every customer. In fact, there are no customer support tiers—no silver, gold or platinum levels – and customer service is a company-wide promise. Great service isn’t the responsibility of the customer service department alone; we engage many departments across the organization to resolve issues faster. Our self-service portal and knowledgebase ensure that customers can obtain service effortlessly when they want it. With automation and machine intelligence we improve the efficiency of case categorization, prioritization, and assignment to shorten the time to resolution and minimize escalations. We also increase loyalty by assessing customer health in real-time to eliminate issues before customer contact. Let’s take a closer look at ServiceNow’s approach to customer service management and how we leverage the Now PlatformTM to work at the speed of our business.
Our support system of engagement was built on the Now Platform since Day 1, but we’ve continued to evolve it over time in many ways to improve service delivery. We migrated from manual to automated tracking and reporting of customer support using Performance Analytics, which gives us real-time, actionable insights. We extended the self-service capabilities to increase responsiveness and enhance the experience for our customers and agents. Ian Cox, Sr. Director of Application Development, is leading the incorporation of ServiceNow Agent Intelligence, a machine learning solution that enables continuous improvement in categorizing and routing customer service tickets.
Our focus on continuous improvement of our customer service management operations has resulted in the following amazing results:
The Now Platform also delivers benefits in three strategic areas:
One of our founding principles at ServiceNow is to bring to the workplace the same great user experiences that we all know and appreciate in the consumer world, such as easy-to-use, intuitive interfaces, online self-help resources, and fast issue resolution. The Now Platform does that for both our support customers and the ServiceNow employees who serve them to proactively eliminate issues and improve customer satisfaction.
To learn more about ServiceNow Customer Service Management visit servicenow.com/csm.
Stay tuned for more Now on Now stories as we continue our journey to work at the speed of our business.