ServiceNow Customer Service Management-CRM PowerHouse
July 23, 2025

ServiceNow Customer Service Management-CRM PowerHouse

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

Software Version

Professional

Overall Satisfaction with ServiceNow Customer Service Management

We are using ServiceNow Customer Service Management to deal with our datapipe customers. All the customer interactions happen over ServiceNow Customer Service Management as tasks or projects. We use ServiceNow Customer Service Management as part of our Customer Success Team and also internally to raise our employee service tickets with IT and other team members. This is our scope of using ServiceNow Customer Service Management

Pros

  • We manage internal tickets through ServiceNow Customer Service Management. We raise tickets with IT and other team
  • We manage our datapipe customers through ServiceNow Customer Service Management and it efficiently manages our customer interactions
  • ServiceNow Customer Service Management helps us manage projects and tasks and keep a log of all our migration customers

Cons

  • The UI of ServiceNow Customer Service Management can definitely become more interactive
  • Sometimes searching for tasks or projects become difficult
  • The customer details sometimes do not come up correctly the account is active but the check mark is not there
  • ServiceNow Customer Service Management has a made a positive impact on our customer success management
  • ServiceNow Customer Service Management has made internal agreements easier when we interact with different internal teams like IT
  • ServiceNow Customer Service Management had to replace our legacy systems for customer management but that did not happen completely hence that is negative impact on our business
I think ServiceNow Customer Service Management is great for managing customers and stakeholders but has a scope for improvement in terms of UI if that can be made more interactive we can increase its usage. I have given a great rating because I think and believe it will replace legacy systems but faces competition from Salesforce

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

ServiceNow Customer Service Management is well suited for our internal usage when we need to interact with our Internal teams like when we want to get in touch with IT team. Where I find it less appropriate is for our datapipe customers because tasks and projects are difficult to understand via comments and the UI is not interactive

ServiceNow Customer Service Management Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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