Leader in service management, CSM is best in class - Go for it without a 2nd thought
April 27, 2021

Leader in service management, CSM is best in class - Go for it without a 2nd thought

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

Software Version

Professional

Modules Used

  • Field Service Management

Overall Satisfaction with ServiceNow Customer Service Management

ServiceNow CSM is creating value for all employees & external customers with automated workflows. CSM Module which is external client centric is best in class - we have been using to create customer loyalty, better integration of front, middle & back offices, proactive addressing customer issues with automated alerts to client avoiding call center load.
  • Best in class workflow - end to end.
  • Best in class user interface - across entities: clients, employees, workflow developers.
  • AI engine support to find the logical correlation between the events and proactive measures to address them.
  • I can't see any room for improvement - Looks perfect to me at least.
  • Pricing is a bit high but yes value created is higher.
  • Workflows - best in class and seamless.
  • Transparency - Dashboards provide the visibility across workflow.
  • Predictive & performance analytics.
  • Only 1 pointer - Cost may be higher for Professional modules & may be a challenge for small firms.
ServiceNow as I have mentioned it is a leader in Service Management and was our preferred choice once we reached a specific maturity and moved from other players to ServiceNow for our Global Operations and Customer Management.

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?

Yes

Would you buy ServiceNow Customer Service Management again?

Yes

No doubt ServiceNow is a market leader. There is no question of whether ServiceNow CSM Module will be helpful or not. Sure shot it's a win to use it, no external consultant approval shall be required to make this decision.

ServiceNow Customer Service Management Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
7
Internal knowledge base
10
Customer portal
8
IVR
9
Social integration
9
Email support
9
Help Desk CRM integration
8