The product does not cater to businesses of every scale and budget. A business I used to work for did provide entry-level offerings through a shared arrangement, which is not ServiceNow's preference, but it allowed small companies to explore the ServiceNow Customer Service Management platform.
Bynet ServiceNow CSM
BYNETExternal reviews
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Offers easy integrations and horizontal scaling with excellent tech support
What needs improvement?
For how long have I used the solution?
I have been working with ServiceNow for two and a half years.
What do I think about the stability of the solution?
The product is satisfyingly stable. Most of the customers of ServiceNow Customer Service Management for our organization were large-scale enterprises.
What do I think about the scalability of the solution?
It's a scalable solution.
How are customer service and support?
Our company is an elite partner, so we have a strong relationship with ServiceNow. Our organization has received excellent tech support for ServiceNow Customer Service Management. I would rate the tech support a seven out of ten.
How would you rate customer service and support?
Neutral
How was the initial setup?
I believe the initial setup is straightforward as there is no market entail highlighting the deployment process as difficult for the solution. Some large-scale transformation projects with the product can take two or three years. The average deployment span of ServiceNow Customer Service Management can be around two to four weeks.
Some efforts are needed to maintain ServiceNow Customer Service Management. The product vendor takes care of the upgrades and management as part of the solution's maintenance. There are factors around optimization that are beyond the traditional offerings of ServiceNow Customer Service Management. One professional is enough to maintain the solution.
What was our ROI?
There are many instances where the solution has been deployed in isolation of the desired business outcomes. Many customers in our company did not get an ROI from the product because of the aforementioned circumstances.
Our company reviews the deployment factors and fixes them based on the business factors so our customers can realize an ROI for ServiceNow Customer Service Management. Overall, the solution has a great ROI, which also depends on the quality of the solution partner. Clarity of the product, consultation and the client's own business understanding are other factors that influence the overall ROI.
What's my experience with pricing, setup cost, and licensing?
The product has a premium price.
What other advice do I have?
ServiceNow Customer Service Management is becoming more popular and the vendor is being looked upon as a competitor in the CRM sector. It's beneficial to have one ecosystem that can naturally be integrated across different functions. The products from ServiceNow are starting to scale horizontally and are building a huge reputation.
Digitizing any workflow provides transparency, communication, connectivity, tracking, reporting, management adherence, and application of SLAs, all of those are the benefits that you get out of ServiceNow Customer Service Management.
Automation capabilities in the solution help the customers to focus more on their core business. Productivity, process governance, and risk reduction are other benefits of ServiceNow's automation. Human labor and interactions can be minimized with automation features from the vendor. Automation enhances response time and leverages plug-ins such as AI for optimization.
ServiceNow Customer Service Management is considered a premium tool with top-notch offerings, and it's priced accordingly. Having substantial information about the product and the industry helps a potential customer or user identify trends, well-performing features and problematic areas with the solution. This knowledge helps a potential customer of ServiceNow Customer Service Management make effective decisions based on data. I would rate the solution an eight out of ten.
I would advise others looking to adopt the solution to ensure that the product addresses the pain points and the business objectives before they purchase and deploy it.
A scalable cloud solution for government workflow
What is our primary use case?
We use the solution as a government workflow solution.
How has it helped my organization?
The solution improves the workflow and business process automatically. The previous method was not as automated and efficient.
What is most valuable?
Workflow management is the most important feature.
What needs improvement?
The solution could improve its integration.
For how long have I used the solution?
I have been using ServiceNow CSM for more than a year.
What do I think about the scalability of the solution?
The solution’s scalability is excellent.
I rate the solution’s scalability a nine out of ten.
How was the initial setup?
The initial setup is easy.
Integrates with different technologies and helps to manage external customers
What is our primary use case?
We use ServiceNow Customer Service Management as an ITSM application to manage incidents and change requests. An organization can use it to manage external customers.
What is most valuable?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities.
What needs improvement?
The product's AI feature should be improved.
What do I think about the stability of the solution?
ServiceNow Customer Service Management makes sure that there is stability with two releases each year. Each release will have some hard fixes, patches, or new features.
What do I think about the scalability of the solution?
The tool is scalable, which is one of its best features. It is customizable.
How are customer service and support?
I have contacted the team when we needed quick fixes for issues on behalf of our customers. They have a direct helpline and a portal. You can use the helpline if you need immediate support. Else, you can use the customer portal to raise the issue. The team will respond based on priority. My experience is between good and excellent.
How was the initial setup?
You need to get a subscription for the tool's cloud access. Its implementation can take time since you need to map the business processes.
What other advice do I have?
I rate the product an eight out of ten.
Assists you with incident, problem, release, and supplier management
What is our primary use case?
We use the product for incident, problem, release, and supplier management.
What is most valuable?
The tool's most valuable feature is the service portal.
What needs improvement?
The solution seems to be moving towards low-code/no-code technology. It is a negative aspect of my experience with the product. It also needs to introduce a clearer pricing structure.
For how long have I used the solution?
I have been working with the solution for 10 to 11 years.
What do I think about the stability of the solution?
I rate the tool a nine out of ten.
What do I think about the scalability of the solution?
I rate ServiceNow Customer Service Management's scalability a nine out of ten.
How are customer service and support?
Support will be delayed if you opt for a lower package. However, support is great.
How was the initial setup?
I rate ServiceNow Customer Service Management's installation a seven out of ten. The upgrade process took one to two days to complete. The total deployment can take weeks to complete.
What's my experience with pricing, setup cost, and licensing?
I rate the tool's pricing a six out of ten.
What other advice do I have?
I rate ServiceNow Customer Service Management a seven out of ten.
A stable tool to help manage infrastructures, deployments, and different products from different vendors
What is our primary use case?
When it comes to ServiceNow Customer Service Management, my company deals with a lot of vendors. My company manages infrastructures, deployments, and different products from different vendors with the help of ServiceNow Customer Service Management. My company helps with the creation of use cases for our clients since ServiceNow does not provide help for the maintenance of the infrastructure. The maintenance of the solution is taken care of by a third party.
What is most valuable?
The most valuable feature of the solution is that it is easy to maintain records and cases, especially if you deal with multiple vendors and customers or if you are handling a B2B business model.
What needs improvement?
The product lacks customization capabilities. In the future, the product should include more options for customization to be able to meet the demands of the customers.
Though our company prefers to implement the solution directly out of the box, we need better customization capabilities if there are some complex requirements from the customers.
For how long have I used the solution?
I have been using ServiceNow Customer Service Management for the last three years. My company has a partnership with ServiceNow.
What do I think about the stability of the solution?
Stability-wise, I rate the solution a nine out of ten.
What do I think about the scalability of the solution?
Scalability-wise, I rate the solution a nine out of ten.
More than 4,500 employees in my company use the solution.
How are customer service and support?
The solution's technical support is fast whenever needed. I rate the support team a nine out of ten.
How would you rate customer service and support?
Positive
How was the initial setup?
I rate the initial setup phase of the solution an eight on a scale of one to ten, where one means a difficult setup phase, and ten means an easy setup phase.
The setup phase of the solution was straightforward.
The solution is deployed on a private cloud from AWS.
The solution's deployment phase was done in six months.
A team of six people, including developers, architects, and business analysts, were required to deploy the solution.
What's my experience with pricing, setup cost, and licensing?
Price-wise, I feel the product is okay.
I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive.
What other advice do I have?
In my company, a different team looks after the maintenance phase of the solution.
Regarding the product's user interface, there is an in-built portal developed by ServiceNow, which is good.
I recommend the solution to those who plan to use it.
I rate the overall solution a ten out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
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