Customer Service Management

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In today’s digitally connected service economy we find the convergence of products and services coupled with an augmented customer expectation. The traditional customer service solutions are not working. While the traditional approach drives efficiencies and increases the speed with which agents respond to customer issues, it doesn’t give agents visibility into the underlying problems. Businesses need a way to identify and address the root cause of customer issues and align all parts of the business, across different departments and geographies, to deliver consistent and transparent customer service.

The ServiceNow Solution

ServiceNow® Customer Service Management is an omni-channel customer service solution that systematically identifies the root cause of customer issues and resolves them, reducing case volume and increasing customer satisfaction. With access to the real-time operational state of the customer install base, customer service agents can easily correlate multiple cases to the same underlying problem. Once a problem is identified, a structured approach is applied to resolve it either through changes to product or process, or delivering integrated field service—bringing in other parts of the business to drive resolution. Repetitive requests are automated and published as self-service actions on customer portals. Service leaders can now stop managing to the current situation and even start proactively addressing KPI trends through advanced analytics.

The Business Benefits

• Increased CSAT through a rigorous service management approach that identifies root causes and solves the underlying problem.
• Improved Service Consistency with integrated case resolution aligning different parts of the business.
• Smarter Customer Interaction through omnichannel customer engagement, customer and case intelligence.
• Effective Case Resolution through root cause analysis and integrated field service, knowledge base updates, product improvements, process change, and self-service catalogs.
• Proactive Operations with advanced analytics, anticipate and respond to KPI trends and the voice of the customer.

The Alcor Advantage

As a Gold ServiceNow partner, Alcor Solutions is uniquely positioned to help you drive continuous improvement in your service commitments and pay dividends in customer loyalty. Our consultative approach utilizes best practices in:

• Visualizing the real-time operational health of your install base to pinpoint underlying problems.
• Solving problems permanently through integrated field service, knowledge sharing, product improvement and process changes.
• Automating services and publish as catalog items for self-serve.
• Driving continuous improvement in service commitments.
• Allowing your customer service department to have a full 360 view of the customer that goes beyond the traditional CRM offerings. This is achieved by easy integrations of the ServiceNow platform with standard CRM tools like Salesforce.