Customer Experience

Solutions – Customer Experience

SERVICENOW MODULE EXPERTISE OFFERED BY US

CSM

Customer Service Management (CSM) with ServiceNow is a solution designed to enhance and streamline customer service processes within an organization. It provides a centralized platform for managing customer interactions, resolving issues, and ensuring a positive customer experience.

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Case Management

Capture, manage, and resolve incidents efficiently.

Automate incident workflows for faster resolution.

Omnichannel Support

Plan, assess, and implement changes in a controlled manner.

Minimize the impact of changes on IT services.

Agent Collaboration

Identify and address the root causes of recurring incidents.

Implement preventive measures to minimize future disruptions.

Customer Feedback and Surveys

Streamline and automate service requests.

Provide a self-service portal for users to submit and track their requests.

Customer Service Dashboards

Maintain a comprehensive database of IT assets, relationships, and configurations.

Support impact analysis and improve change and incident management.

Service Level Agreements (SLAs)

Create and manage a catalog of IT services available to users.

Standardize service offerings and request processes.

Workflows and Automation

Capture, manage, and resolve incidents efficiently.

Automate incident workflows for faster resolution.

Price Lists

Plan, assess, and implement changes in a controlled manner.

Minimize the impact of changes on IT services.

Product Detail Pages

Identify and address the root causes of recurring incidents.

Implement preventive measures to minimize future disruptions.

Performance Analytics and Reporting

Streamline and automate service requests.

Provide a self-service portal for users to submit and track their requests.

Case Management

Maintain a comprehensive database of IT assets, relationships, and configurations.

Support impact analysis and improve change and incident management.

Customer Service Dashboards

Create and manage a catalog of IT services available to users.

Standardize service offerings and request processes.

Order Management

Order Management in ServiceNow involves the processes and functionalities related to handling customer orders, from the initiation of an order to its fulfillment. ServiceNow’s Order Management module helps organizations manage and streamline their order processes, improving efficiency and customer satisfaction.

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FSM

Field Service Management (FSM) with ServiceNow involves the coordination, optimization, and management of field service operations to ensure efficient and effective delivery of services outside the office or central location. ServiceNow’s Field Service Management module is designed to streamline and enhance processes related to field service activities.

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Work Order Management

Capture, manage, and resolve incidents efficiently.

Automate incident workflows for faster resolution.

Dispatch and Scheduling

Plan, assess, and implement changes in a controlled manner.

Minimize the impact of changes on IT services.

Mobile Workforce Enablement

Identify and address the root causes of recurring incidents.

Implement preventive measures to minimize future disruptions.

Contract and Warranty Management

Streamline and automate service requests.

Provide a self-service portal for users to submit and track their requests.

Asset and Equipment Management

Maintain a comprehensive database of IT assets, relationships, and configurations.

Support impact analysis and improve change and incident management.

Route Optimization

Create and manage a catalog of IT services available to users.

Standardize service offerings and request processes.

Case Management

Capture, manage, and resolve incidents efficiently.

Automate incident workflows for faster resolution.

Legal Request Intake

Plan, assess, and implement changes in a controlled manner.

Minimize the impact of changes on IT services.

Document Management

Identify and address the root causes of recurring incidents.

Implement preventive measures to minimize future disruptions.

Legal Research and Knowledge Management

Streamline and automate service requests.

Provide a self-service portal for users to submit and track their requests.

Contract Management

Maintain a comprehensive database of IT assets, relationships, and configurations.

Support impact analysis and improve change and incident management.

Legal Spend Management

Create and manage a catalog of IT services available to users.

Standardize service offerings and request processes.

LSM

Legal Service Management (LSM) in ServiceNow enables organizations to create tailored solutions for various business functions, including legal services. In such cases, legal service management functionalities may be implemented using custom configurations and workflows within the ServiceNow platform.

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