Elevate customer service from request to resolution
Great service means more than just engaging customers. Connect customer service with other teams to resolve issues quickly and proactively, using guided workflows and proven best practices.
Why It's Needed
INCREASE CUSTOMER SATISFACTION
Provide personalized and consistent self-service options and automate common customer requests. High visibility and control in a closed-loop system enables service improvement.
Fix issues faster and minimize costs by connecting customer service with field service and other departments. Centralizing customer case and support reduces cost, achieves SLA’s (service level agreements) and simplifies operations.
IMPROVE PRODUCTS AND SERVICES
Analyze trends and monitor products and services to identify issues and preemptively notify customers.
To increase customer loyalty, steps must be taken to address why customers need help in the first place. ServiceNow’s proven workflows establish best practices and help guide team members during customer service management.
ServiceNow works better by centralizing disparate department systems, allowing CS to assign tasks across the enterprise. Visibility into status with a visual task board provides accountability.
An interactive ServiceNow implementation leads to continuous improvement by identifying the root causes of customer support issues. ServiceNow assists in collecting and analyzing data, and then involving everyone responsible for the end-to-end service delivery.
Address common pain points by leveraging Cerna’s experience and unique perspective. We can help size and implement a custom CSM solution; whether only case management, or a full-featured self-service experience.