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.

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.

I am working on incident management, service management, and change management. We work on SLAs and handle service requests, change requests, and incident management. These are the main areas I am working on at the moment.

The most valuable features are incident management and change management. These features are extensively used by businesses to tackle regular issues. This tool helps to track issues businesses face regularly. If an end user faces an inventory-related issue, they raise a ticket that comes to our incident management tool for ServiceNow Customer Service Management. We work to resolve that issue, allowing businesses to operate smoothly. It also helps to track our past performance, like how many tickets we resolved, and it shows how the business profits from uninterrupted operations. Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.

Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations. These are the areas needing improvement.

I have been working for more than two years, and in the past, I also worked for a year in 2020, totaling three years of experience.

We start by determining what kind of tools we need in ServiceNow Customer Service Management, like service management, change management, or ticketing and incident management. We assess the volume of incidents or change management we will be managing and the volume of end users. Then we decide on the deployment model, either cloud or on-premises, and proceed to implement the tool.

The solution operates well, but there are limitations on customization. Sometimes there is a delay in operations. Overall, it is very stable aside from these issues.

Scalability is very important as it helps businesses run smoothly. If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.

The technical support is good, but there are very few people who understand the technicalities and background configurations. More technical people should be available.

I used different tools before, including HP Ticket Services. The lag issue is more pronounced in other tools compared to ServiceNow Customer Service Management, which led me to switch.

I rate the initial setup as 8.5. There are some lags in ServiceNow Customer Service Management, which is why I deducted 1.5 points. Otherwise, it works very well.

We needed about three to four people for the deployment. Now, one to two people can handle the maintenance.

The tool is very useful as it helps us run businesses smoothly. Without such tools, the business would be affected by five to ten percent in annual revenue. It provides substantial value.

The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.

I did not evaluate other options before choosing ServiceNow Customer Service Management. I have worked on different tools and based on reviews from my peers in similar industries, I decided to go with ServiceNow Customer Service Management.

Before using ServiceNow Customer Service Management, I used different tools, and based on the feedback from colleagues in similar industries, I switched to ServiceNow Customer Service Management. I would rate the overall solution as 8 out of 10.

I am mainly involved in service management, specifically change management, internal management, problem management, service request management, and knowledge management. These are the key areas.

The integration capabilities of ServiceNow are wonderful. I can integrate it with different tools and various platforms to get the job done. This is one of the most powerful features. The workflows provided by the platform are amazing. They save me a lot of time, and the automatic notification process eliminates the need for me to seek approvals or send reminders. The roles and responsibilities are clearly defined, and the process is driven by the workflow, which is a significant advantage of ServiceNow.

I do not have any notes for improvements.

I have used the solution for roughly seven to eight years.

I have experienced no issues.

I have not directly interacted, however, we have a dedicated team for this purpose.

The initial setup was straightforward. It was very small and systematic, and we did not encounter any issues.

Choosing ServiceNow was an organizational decision, so it was not my personal choice. I have always worked with ServiceNow.

ServiceNow is the best platform for our kind of work. No other platform comes close. I would rate it ten out of ten.

The solution is used for the Incident, Problem, and Change modules. The CMDB module was also used for asset management. We evaluated the ITOM solution for integrating the cloud landscape. Since we had some budgetary issues, we did the first scan using the tool and later maintained it offline using the standard copy.

The product provides flexibility in managing and categorizing the incidents. The reporting features helped us understand the trends well. Integrations are very easy.

The pricing must be more flexible. The vendor could provide some modules with limited features for a lower price.

I have been using the solution for two years.

The tool was stable. I rate the stability a nine out of ten. We did not face any challenges or major downtimes.

The tool is highly scalable. I rate the scalability a nine out of ten. Many cross-functional teams in our organization used the product. We had more than 50 support personnel. The number of end users was quite high. The whole organization was in a self-service mode. We could create requests ourselves. It allowed us to streamline the IT processes and the request management system.

The technical support was good.

The initial setup is simple. The SaaS module is easier. We have deployed the product in a hybrid environment.

I will recommend the product to others. Overall, I rate the solution an eight out of ten.

Our clients' most common use case is integrating their IVR system with a robust ticketing solution. This allows for tracking customer complaints and requests. Typically, clients implement this solution to easily control and manage all customer tickets.

One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process.

One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities.

I have been using the product for a couple of months.

The tool is very stable. The system can handle a large number of transactions and users, which often include your end users or customers. It can manage the amount of transactions it's processing. Typically, it's quite stable. Sometimes, issues arise with the portals, but that often relates to the development techniques used and how the portals are distributed. If you have many customers or lines of business, you should distribute the incoming traffic across several portals to enhance stability. But overall, it is stable.

The tool can handle many users and transactions without experiencing issues like system crashes due to bulk loads. The initial contract typically provides ample space, around four terabytes, for transactions, users, and document attachments. If more space is needed, it automatically expands to a certain point. In my entire career with ServiceNow, spanning about ten years, I haven't encountered any instance where a customer exceeded their allocated space to the extent that ServiceNow needed to charge them additionally. So, regarding scalability and the number of users it can support, it's not a problem.

The tool's customer support is excellent. They respond promptly to tickets, usually within the same day, sometimes within one to two hours, depending on the urgency. They provide support in multiple languages, including Spanish, English, and possibly Portuguese. They also closely track incidents, sending frequent emails to update ticket status and actions taken. Overall, their support is fast, responsive, and effective.

Setting up the ServiceNow Customer Service Management can be quite complex. It generally takes time because the platform is oriented towards large enterprises. Implementing it involves working with multiple teams and ensuring they agree on the processes you plan to manage. You must provide clear guidelines and facilitate team discussions to align the processes. Although the setup isn't quick, taking the necessary time for implementation can result in a fast return on investment.

The overall deployment can take three to five months, depending on the complexity of processes and customization. The deployment process for the ServiceNow Customer Service Management solution largely depends on how much customization you need. If you follow ServiceNow's recommendations, take the time to participate in workshops, and adapt your processes accordingly, the technical deployment can be straightforward and relatively easy.

However, the deployment can become complex if you need a lot of customization or don't invest time in reviewing and aligning your processes with the platform. Essentially, the more you stick to the standard recommendations, the smoother the deployment process.

If heavily customized, the solution can require extensive maintenance. The partner you hire to implement or customize it may not always follow best practices in ServiceNow development. As a result, maintaining these customizations can be complicated once the implementation is done. However, if you don't customize the solution, maintaining the platform is generally straightforward and not difficult.

When organizations adopt ServiceNow Customer Service Management, they often do so because they have costly processes, like managing customer communications or tracking product issues. Organizations can handle customer complaints, manage service requests, and address these challenges, leading to a better return on investment. You can track all incoming tickets efficiently and manage replacement orders more effectively. This reduces the costs associated with these tasks, providing a quick return on your business investment.

I rate the overall product a nine out of ten.