ServiceNow makes Business Impact!
April 24, 2021
ServiceNow makes Business Impact!
Score 8 out of 10
Vetted Review
Verified User
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