ServiceNow is our modern day customer communication tool
September 28, 2018

ServiceNow is our modern day customer communication tool

Ashley Gennett | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ServiceNow

ServiceNow is our new customer communication tool within Amtech Software and Futura Services. It is replacing our old system, Remedy, and we find that access to it is so much simpler. We are able to publish press releases and news on ServiceNow, we are able to send notifications to users about news we do not want them to miss. We like the ease of being able to receive tickets, or issues, and also keep all customer information in one place.
  • I like the ease of setup and access for all users within the system, including our employees and customers.
  • I like that we can personalize our ServiceNow site, which we have branded iServe for our customers.
  • I like that we can use the system similar to our social media accounts, and pass along news to our users.
  • The only issue we have had thus far is that it doesn't integrate with HubSpot, without going through a third-party.
  • We have been able to update our accounting to see who is compliant and who is not.
  • it has added a bit more manual labor for our Business Development department to make sure the information in iServe syncs with both our Hubspot & Zoho CRM systems.
We used an in house created system for many years and began to find many issues with it. It was hosted in house and created many issues for us. ServiceNow being cloud based has made accessing it so much easier for both us and our customers. We are bale to place a simple link on our website, and it can be accessed by anyone!
ServiceNow will work perfectly for organizations that had ticket logs, etc. We have found, through the implementation process, that it also works for us in seeing who is compliant and who is not. We can see who has expired on support, who is not paying and who is using more licenses than what they pay for.

ServiceNow IT Service Management Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
9
Subscription-based notifications
10
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change requests repository
10
Change calendar
10
Service-level management
10