Bynet ServiceNow CSM

My main use case for ServiceNow Customer Service Management  is that I use it as an end user to provide customer support to our clients.

For a specific example of how I use it to provide customer support, the client raises their issues on the customer support desk through which we handle tickets and then we resolve them for the customers and then customers give their feedback for the cases being resolved.

I can add that we have a portal on which all our clients have access to, and they raise their cases onto that portal, and then we get those cases and that's how we operate and then we resolve those cases for our clients.

The best features ServiceNow Customer Service Management  offers are a platform to manage all our clients at one place.

Having all our clients in one place helps us to make things faster and easier to track as well. We can see all our clients in one place and then we can manage what all clients are raising queries or issues about the platform and then we help them resolve. Seeing all our clients at one place helps us to know what client is progressing better and which ones are not.

ServiceNow Customer Service Management has positively impacted my organization because it helps client issues resolve, thus helping positively.

ServiceNow Customer Service Management could be improved by incorporating Gen  AI into ServiceNow . Though ServiceNow  has a Now Assist feature for their CSM module, it still needs a lot of work to do.

I would like to add that the Gen  AI aspect is the main focus and there is a need for automated workflows also, but the primary suggestion is that Gen AI is the need. Quick case resolutions through AI is one of the most valuable use cases.

I have been working in my current field for more than four years.

ServiceNow Customer Service Management is stable as of now.

ServiceNow Customer Service Management's scalability is such that it is scalable to a large extent as it can be integrated with other applications as well. We can have our own infrastructure, but then we can integrate it with ServiceNow Customer Service Management.

The customer support from ServiceNow is good. Whenever we raise high cases, we do get a response in minimum TAT.

Before using ServiceNow Customer Service Management, we used a manual solution where customers used to call us directly and then we manually created cases in our Excels or maybe recorded them in our notebooks and that's how we used to resolve issues for the customers.

ServiceNow Customer Service Management is deployed in my organization using ServiceNow's database only, so it is a private cloud.

Our company has a business relationship with this vendor as we are a reseller. We are also a sort of a partner when it comes to specific modules, but mainly we are a reseller. We provide support to the customers in licensing and then we implement the modules for the customer.

I have seen a return on investment because if Gen AI could come, then there could be a reduction in the number of employees needed to solve the customer support cases for the clients. Since we are growing our customer base, we need more employees actually. ServiceNow Customer Service Management saves time because of the CSM module and it saves money as well.

My experience with pricing, setup cost, and licensing is that these were done by the VP of our company, thus I have no idea about the same.

Before choosing ServiceNow Customer Service Management, we did not evaluate other options as we were using Excel as our customer service management tool. While choosing a better software, we knew that ServiceNow is the best leading in CSM. That's why we chose ServiceNow Customer Service Management.

My advice for others looking into using ServiceNow Customer Service Management is that while purchasing the ServiceNow Customer Service Management module, do take care of the requested and useful APIs and plugins. Also, once you purchase your CSM instance, do choose a better vendor or a third party for all your implementations on the ServiceNow instance.

I have no additional thoughts about ServiceNow Customer Service Management before we wrap up as it is a good tool, and I would suggest every company to switch to ServiceNow Customer Service Management. I would rate this product a 9 out of 10.

I have reviewed ServiceNow Customer Service Management  as a tech advisor. I have not worked on it directly.

ServiceNow Customer Service Management  integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.

The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.

I have reviewed it over the last two years because it's an upcoming solution.

It is a stable solution. I would rate it as eight or nine out of ten.

It is scalable, scoring an eight or nine. However, scalability can lead to performance issues.

You need an intermediate partner to support ServiceNow . It is better because partners have a deep understanding of the code and configuration challenges. I rate the technical support as six out of ten.

Templatized rollouts would be very useful for ServiceNow Customer Service Management because you are working on centralized customer data across all channels. Simplifying processing and streamlining manual tasks would make the process more consistent.

As mentioned, it helps in creating shared services and brings efficiency, though I may not have the metrics in terms of specific savings or benefits in dollar terms.

It is a powerful tool. Large enterprises should experiment with it, while medium enterprises should consider alternative solutions. I would rate the overall solution as seven out of ten.

There are two different modules that are actually interconnected: ITSM  in the back end and CSM in the front end. The advantage of using ServiceNow Customer Service Management  is that I do not need to expose all ITSM  data to the customer, as the customer is not concerned about the technical backend. For example, if there are network-related issues, the customer just wants to ensure their ticket is resolved within the given SLA. ServiceNow Customer Service Management  allows me to provide customers with the data they need while maintaining backend ITSM processes.

The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes. It is very easy to configure based on customer needs and can be customized with minimal coding. It is a low-code, no-code solution, meaning I do not need to do extensive programming. Recent advancements include AI features that automatically guide functionality. The system helps implementers and developers by suggesting necessary code modifications based on specific needs.

While ServiceNow Customer Service Management has many advantages, there are some cons. If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades. For example, when upgrading to a newer version, the system may introduce a feature already customized, necessitating inactivation of previous update sets. This need for careful management of customizations during upgrades can be seen as a downside.

I have been using ServiceNow  for more than six years, specifically focusing on CSM and ITSM.

Regarding the configuration or the customization, it is straightforward. Since it is a no-code, low-code solution, it is very handy for developers. It is not that complex.

I would rate the scalability of the product as nine out of ten, indicating it is very scalable.

Tech support has not been approached much.

I have switched from using Tableau , Power BI, or other BI tools to using ServiceNow Customer Service Management.

We are a gold partner and a premium partner with ServiceNow , providing services to our end customers. I work as part of the implementation team, developing and implementing functionalities within ServiceNow Customer Service Management.

ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.

Regarding the overall solution, I would rate it eight out of ten.

The primary use case involves creating a lot of workflows related to environment management and services, which are used by customers to enhance their customer service. This involves activities such as managing camping events and obtaining permissions for events in national parks. We designed and automated these workflows using ServiceNow Customer Service Management .

ServiceNow Customer Service Management  offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system. The application engine is useful for modifications that are not native in the system. Additionally, there are integrations with governmental services, which are beneficial for our requirements.

Connectivity with AI tools could be improved to facilitate easier orchestration and management. There should be a district address addition to ensure there is auditing for configuration changes, as it is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way. We need a recommendation and auditing system.

I have been working with ServiceNow Customer Service Management for around eight months.

During deployment, we faced challenges like upgrading from an on-premises version, as there were multiple ways to achieve the same tasks, which created challenges. Clear guidelines are needed to standardize these processes.

ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7. Except for one issue during an integration, we have not experienced any crashes or outages.

The solution is scalable and offers high scalability as new features are added regularly. It supports the addition of many workflows or activities, making it suitable for various business needs.

The initial setup of ServiceNow Customer Service Management was easy and straightforward, although there are many ways to set it up. I would rate it a seven out of ten for ease of setup.

First, we gathered requirements from the customer, designed the BRD documents, and obtained customer approval before installation. We selected appropriate tools and configurations for the system, ensuring it meets specific needs.

ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses.

I would rate ServiceNow Customer Service Management a seven out of ten overall. I recommend it to others, but with a caution regarding the price. Customers should ensure that configurations follow best practices to prevent issues.