Item: ServiceNow Customer Service Management
Rating: 9
Author: Amrit Kumar Pal

Overall Satisfaction with ServiceNow Customer Service Management

Use Cases and Deployment Scope

We have implemented ServiceNow Customer Service Management (CSM) to improve our customer issue resolution.
This has improved the customer relationships as they are well aware about the cases they have raised as they get timely updates. Also, they can easily connect with the agents if they need any help on their cases. Agents add their comments on the case which are communicated over email and also available on the portal.
Also, the ServiceNow Customer Service Management has made our process streamline which was clumsy before this. Time to resolve cases has drastically improved because of Knowledge base integration with CSM,which helps them to get the solution easily.
CSM also helps to track the KPI's and trends with its various inbult tools.

Pros and Cons

Pros

Knowledge base available which helps agents to resolve the issues quickly
Omni channel support to connect with agents makes life easier
Portals to get detailed ticket updates

Cons

Setting up the system is a bit complex which needs technical experts.
Cost is also on a higher side as compared to others.
Too many customisation is supported by ServiceNow Customer Service Management which can lead to problems during an upgrade.

Return on Investment

This has improved the resolution time which made customer happy and satisfied.
Communication with customers and within internal team has improved which has increased efficiency.
ServiceNow Customer Service Management easily got integrated with our external tools.

Usability

ServiceNow Customer Service Management tool gives a clear visibility on the KPI's and trends of issues being raised by customers.
Proper and timely updates are received at both agents and customers end. Also, communication between the two has become more efficient.
As they tool supports customisation, which has improved the overall process and growth.

Alternatives Considered

Atlassian Jira

Atlassian Jira lacks certain features and process which was delivered by ServiceNow Customer Service Management. Also, flexibility to customise was a point to select ServiceNow Customer Service Management tool. Cost which was high than Atlassian Jira compensated as it improved overall customer satisfaction and reduced resolution time by taking help of Knowledge base integration.

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?

I wasn't involved with the selection/purchase process

Did implementation of ServiceNow Customer Service Management go as expected?

Yes

Would you buy ServiceNow Customer Service Management again?

Yes

Other Software Used

Microsoft Teams, Microsoft 365, Postman

Likelihood to Recommend

ServiceNow Customer Service Management supports heavy customisation which makes it suitable for all kinds of organizations. So, this makes it easier for organizations which has a customised process which can be built easily with ServiceNow Customer Service Management tool.

But for an organizations whose budget is not that high and wants to stick to basic process can go for alternatives as those will be much cheaper than ServiceNow Customer Service Management.

ServiceNow Customer Service Management Feature Ratings

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Improve Customer Satisfaction with ServiceNow Customer Service Management tool

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