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Customer Service Management

Use ServiceNow’s advanced workflows to enhance customer, partner, and citizen satisfaction, and create a boost in overall productivity.
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Case Study

Creating More Holistic Customer Service for a Global Manufacturer

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Scenario

This global supplier offers equipment and post-purchase support through contractual agreements involving the manufacturer, partners, and customers. The diverse product range led to separate support teams, causing siloed customer support. The manufacturer needed to reduce response time, enhance the customer experience (CX), and control escalating costs for support and maintenance as the business expanded.

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Solution

Leveraging ServiceNow's CSM application, the manufacturer implemented a partner and customer portal with integrated workflows for all requests, communication, and updates.

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Results

The implementation yielded a 10% improvement in project team throughput on the CSM solution. This enhancement resulted from the holistic management of customer requests and partner interactions, addressing the initial challenges.

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