Item: ServiceNow Customer Service Management
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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

Most Important Features

Task Management
Resource Allocation
Communication between resources

Return on Investment

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

Alternatives Considered

Salesforce Lightning Platform (formerly Salesforce App Cloud) and KeyedIn Projects

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.

Key Insights

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

Other Software Used

Outreach, Salesforce Lightning Platform (formerly Salesforce App Cloud), ZoomInfo

Likelihood to Recommend

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 makes Business Impact!

Software Version

Modules Used

Overall Satisfaction with ServiceNow Customer Service Management