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 use ServiceNow Customer Service Management  for managing ticket flows, raising change requests, and managing support activities. Whenever a customer faces any issues, they raise a ticket on ServiceNow Customer Service Management ; once they raise the ticket, it comes to the service desk queue, and we route it to the respective teams so that the correct team receives the ticket and assists the user with their issue.

ServiceNow Customer Service Management is a great tool that is very interactive. All details are managed effectively, and even if a large number of customers raise multiple tickets in a very short time, everything is handled within the system. We can generate reports and track everything, and the SLA calculation is very reliable using this tool.

ServiceNow Customer Service Management has impacted our organization positively; we have formed a very good process with this tool that has helped increase the productivity of the team.

When it comes to ticket resolution, the time taken decreases significantly. Considering the high volume of tickets, there is often the same pattern with the same kind of issue. Whenever the ticket team receives a ticket, by checking the pattern, they can find if this kind of issue has occurred in the past, and with the resolution notes stored in those tickets, they can provide faster resolution while making everyone aware of the issue and what steps need to be taken.

ServiceNow Customer Service Management is offering very good things, but I felt improvements to our process would allow us to depend on this tool in many other ways.

Regarding the interface, currently the user who creates the ticket has a very limited interface with only the options for creating a ticket and providing details, while the support team has a much larger interface with many options, including SLA details and report generation. While this classification is great, I felt that some modifications could be brought to the interface.

I felt that further modifications can be made so that it could be a perfect tool.

I have been working in my current field for seven years, and for the last four years, I have been using ServiceNow Customer Service Management.

ServiceNow Customer Service Management is very stable.

ServiceNow Customer Service Management is very scalable; according to our process, we can use it in any way we want.

Customer support provides a lot of help and responds immediately, offering very good service.

Previously, we were using ITSM ; we switched from that to ServiceNow Customer Service Management because there were many flaws with ITSM  in both the tool and the process. Once we switched, I found that ServiceNow Customer Service Management is much better.

When it comes to time and money, I felt a lot of savings have occurred because this process has helped significantly. In our organization, downtime and criticality have been addressed in a very short time, and the revenue and outcomes from this have increased. Time and money savings have helped tremendously in these specific areas.

When we started evaluating other options, we immediately received feedback about ServiceNow Customer Service Management. Everyone was telling us about the positives, so there was no other option we considered, as we did not experience much difficulty or put much effort into searching for alternatives.

Based on each ticket, we assign a criticality level; for higher criticality tickets, we have allotted a certain amount of time for the support team to work on it, meaning they must find a resolution and clear the issue within that timeframe. This is how we have prepared a process based on criticality.

Apart from that, I think the major aspect is the SLA process; if the SLA is not met, managers are immediately alerted that a ticket has come to the team's queue and they have failed to meet this SLA, and they take necessary action so that such scenarios will not happen in the future.

If you are looking to establish a good process in your environment, ServiceNow Customer Service Management provides a very good interface tool for this purpose. Ticketing and change management can be managed using this tool, and it is very helpful. I would rate this solution 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.