ServiceNow makes Business Impact!
April 24, 2021

ServiceNow makes Business Impact!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Modules Used

  • Field Service Management

Overall Satisfaction with ServiceNow Customer Service Management

We have a variety of tickets and processes internally that can be extremely complex. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use [ServiceNow Customer Service Management] across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.
  • Prioritization
  • Technical requirements for answering questions
  • Providing easy user interface
  • Adding in additional chat features would be nice
  • Viewing where you stand in priority
  • Having a way to automate more of the processes
  • Task Management
  • Resource Allocation
  • Communication between resources
  • Return on investment for resource allocation
  • Increased communication across various teams
  • If there isn't proper routing set up this can cause a lot of headaches so ensure you have it mapped out properly
They have a fantastic user interface that helps keep everything in a clean organized process. We've worked with various other solutions to handle these type of business problems with no success. Working with ServiceNow has been a great experience with their team helping stand up our mapping and working to have an effective routing system put in place.

Do you think ServiceNow Customer Service Management delivers good value for the price?

Yes

Are you happy with ServiceNow Customer Service Management's feature set?

Yes

Did ServiceNow Customer Service Management live up to sales and marketing promises?

Yes

Did implementation of ServiceNow Customer Service Management go as expected?

I wasn't involved with the implementation phase

Would you buy ServiceNow Customer Service Management again?

Yes

Outreach, Salesforce Lightning Platform (formerly Salesforce App Cloud), ZoomInfo
As a very technical company we get a variety of resources assigned to answer different questions. We currently use [ServiceNow Customer Service Management] to help us have an prioritization for all of these now. We use the service now across a variety of departments that all deal with complex technical questions that need to spread out across different individuals. There are so many expertise needed for each individual question so having it routed to the right resource in an timely manner is vital to the success of our business.

ServiceNow Customer Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
8
External knowledge base
8
Internal knowledge base
8
Customer portal
9
IVR
8
Social integration
8
Email support
8
Help Desk CRM integration
8