In today’s globalized business environment, offering better customer and employee services stands out as a critical competitive edge. Enhanced experience-as-a-service is now the norm, and effectively engaging with clients and caring for the employees who serve them is paramount. ServiceNow CMS provides organizations with the tools necessary to improve operational efficiency and boost customer experience.
This article presents two sample ServiceNow CSM use cases, each with specific problems to solve and how the organization in question could leverage this platform to develop effective solutions.
What is ServiceNow CSM, and Why is it Important?
Customer service management (CSM) refers to coordinating work among customers, service desks, and other necessary teams to quickly address requests and solve issues.
Managing mass customer service inquiries from various engagement channels can be challenging. Inefficient handling of these requests can lead to higher operational costs and lower customer satisfaction.
However, ServiceNow CSM enhances the features of traditional customer service platforms and allows businesses to be proactive in their front-to-back strategy. It converts customer service from individual tasks to a group effort, maximizing efficiency and lowering costs.
Example ServiceNow CSM Use Cases
A Traditional Four-Year College or University Resumes Classes After the COVID-19 Shutdown
The Problem
Colleges and universities worldwide face significant challenges when looking to reopen campuses safely after the COVID-19 pandemic forced them to close indefinitely.
Many of these institutions look to implement employee testing criteria to ensure student safety. These guidelines might require employees to conduct a series of periodic (daily or even semi-daily) symptom and close-contact checks to identify potential exposure situations.
These checks should also include a daily COVID-19 test. However, given the number of tests required – particularly for larger campuses with a massive staff count – the testing process must be fast and accurate.
The Answer
The ServiceNow Customer Service Management (CSM) suite would allow employees to submit daily health check-ins. It also allows the institution’s administrative team to track screening results using Performance Analytics (PA) reports. These reports enable administrators to process employee results quickly.
Users can then review report results on the Test Scheduler platform via connections with a third-party Test Scheduling application.
These solutions allow institutions to establish an organized and automated process for managing evaluations for entire campus staff. That process might include:
- Scheduling the daily COVID-19 test
- Performing the wellness check
- Evaluating the wellness check results
- Taking the rapid test
The Expected Results
It should only take weeks for institutions to launch these solutions and facilitate a safe return to campus for staff and students. They should have the capacity to execute thousands of daily tests using these technologies and the guidelines and procedures they enforce.
A State and Local Government Agency Struggles to Transition From a Legacy System
The Problem
To maintain internal IT services and avoid a shutdown, government agencies might continue using a legacy customer service platform while upgrading to a new CSM. However, many employees feel more comfortable utilizing the department’s conventional software. As a result, they could be slow to adopt the updated platform.
In this case, the agency’s primary objective could be making the CSM more user-friendly to encourage user participation.
The Answer
The government agency’s IT department can implement a new CSM design that considers and reflects its adoption struggles, process hurdles, and other pain points.
This solution might include a platform reconfiguration that ensures the most critical information and services remain easily accessible and responsive. The display might consist of a more user-friendly appearance to combat employee resistance and provide a more efficient and enjoyable experience.
The Expected Results
Assuming the agency appropriately deploys all required functionalities and features, this new platform should address their employees’ concerns.
The updated CMS will have a new look and a more welcoming feel, and it will utilize a simplified navigation process to boost the user experience. More importantly, as more employees migrate to the new platform, more users report problems and service requests faster and more efficiently.
Ultimately, this saves time for all those involved in the customer service process.
Cask and ServiceNow CSM Can Help
ServiceNow CSM creates a fully-unified system for providing exceptional, seamless service across entire organizations. It delivers robust customer solutions to organizations of all types and sizes. It enhances service operations to better engage customers by making daily tasks easier for employees, boosting employee experience and workforce efficiency.
Request a quote today and learn how Cask and ServiceNow CSM solutions can help you quickly solve complex operational issues and boost service levels.
