How to delight customers with proactive service from issue to resolution Customer Service Management

A better way with ServiceNow There is a better way Delight customers with proactive service from issue to resolution A better way with ServiceNow The old way Resolve complex issues end-to-end Intelligently fix problems before customers know they have them There has to be a better way, right? And there is! There is a better way with ServiceNow Customer Service Management. <3 example stories - pick one that is most applicable> Cable company: I’m sure you remember a time when you had to call your cable company any time you had an issue, if you wanted to sign up for additional services, or even just to figure out if the cable network was down. But that is no longer the case. Modern cable companies can now monitor their network and notify you proactively when service is down or when an action needs to be taken. You can sign up for new services or make a request all through your mobile phone. You get end-to-end, proactive service as well as the ability to help yourself when you want. Taxi service: Remember how you used to request a taxi? You made a phone call to the taxi company, someone on the other end would manually dispatch a taxi, and you would wait wondering when the taxi would show up? Modern taxi service now happens by simply swiping your phone to request a taxi. With self- service you can request and proactively stay informed about the status of your taxi. You can report issues directly online. The entire experience is seamless and you no longer have to wait wondering if your taxi will show up. Insurance claim: Remember when you used to have to call your insurance company, usually many times, when you were in a car accident? You were on the phone sometimes for hours, being passed off to different agents, adjusters, and auto repair shops. Today, you just file an online claim on your mobile phone and the entire process is managed seamlessly resulting in an auto repair shop calling you to schedule an appointment that works for you. Every touchpoint is connected, automated, and proactive. Delivering service in a digital world creates new demands from customers. We help you with modern technology that helps you to: Resolve complex issues end-to-end Fix problems before customers now they have them And drive action to instantly take care of common requests. Now I would like to show more details about how we can help you increase customer satisfaction and reduce costs with ServiceNow Customer Service Management. Most companies have been using CRM solutions to manage their customer service, but these are simply not sufficient. CRM systems support customer engagement – reactively logging tickets and customer issues. What’s missing is the ability to connect customer service to the rest of the organization in order to fix issues and delivery service proactively. That’s where Customer Service Management comes in – to combine CRM approaches for engagement with service management for service operations and delivery. This allows companies to move beyond reactive service approaches to modern, proactive service. Drive action to instantly take care of common requests

Directions Insert slides into existing decks or use stand alone Example Introducing ServiceNow Value: https://www.servicenow.com/success.html## Or other PPT you’ve created to show value of project

How to delight customers with proactive service from issue to resolution Assign tasks across the Enterprise Make it easy for customers with self-service Increase Agent Productivity: Omni channel case management with machine learning reduces manual work and case volumes. Make It Easy for Customers with Self-Service: Encourage customers to help themselves with a self-service catalog, virtual agent, knowledge base, and community, in a personalized portal. Monitor for Issues and Create Cases Automatically: Proactively monitor customers’ products and services and take action on potential issues and outages. Assign Tasks Across the Enterprise: Connect customer service with engineering, field service, finance, and other teams to drive accountability for resolution. Fix issues to reduce future calls: Fix underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in Performance Analytics. Increase agent productivity Monitor for issues, create cases automatically Fix issues to reduce future calls

Increase agent productivity How to delight customers with proactive service from issue to resolution 1 Omni channel case management with machine learning reduces manual work and case volumes. Increase Agent Productivity: Omni channel case management with machine learning reduces manual work and case volumes. Make It Easy for Customers with Self-Service: Encourage customers to help themselves with a self-service catalog, virtual agent, knowledge base, and community, in a personalized portal. Monitor for Issues and Create Cases Automatically: Proactively monitor customers’ products and services and take action on potential issues and outages. Assign Tasks Across the Enterprise: Connect customer service with engineering, field service, finance, and other teams to drive accountability for resolution. Prevent Future Calls Fix: underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in Performance Analytics. Increase agent productivity

Increase agent productivity How to delight customers with proactive service from issue to resolution 2 Make it easy for customers with self-service Encourage customers to help themselves with a self-service catalog, virtual agent, knowledge base, communities, and portal. Increase Agent Productivity: Omni channel case management with machine learning reduces manual work and case volumes. Make It Easy for Customers with Self-Service: Encourage customers to help themselves with a self-service catalog, virtual agent, knowledge base, and community, in a personalized portal. Monitor for Issues and Create Cases Automatically: Proactively monitor customers’ products and services and take action on potential issues and outages. Assign Tasks Across the Enterprise: Connect customer service with engineering, field service, finance, and other teams to drive accountability for resolution. Prevent Future Calls Fix: underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in Performance Analytics. Increase agent productivity

How to delight customers with proactive service from issue to resolution 3 Make it easy for customers with self-service Proactively monitor customers’ products and services and take action on potential issues and outages. Increase Agent Productivity: Omni channel case management with machine learning reduces manual work and case volumes. Make It Easy for Customers with Self-Service: Encourage customers to help themselves with a self-service catalog, virtual agent, knowledge base, and community, in a personalized portal. Monitor for Issues and Create Cases Automatically: Proactively monitor customers’ products and services and take action on potential issues and outages. Assign Tasks Across the Enterprise: Connect customer service with engineering, field service, finance, and other teams to drive accountability for resolution. Prevent Future Calls Fix: underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in Performance Analytics. Increase agent productivity Monitor for issues, create cases automatically

How to delight customers with proactive service from issue to resolution 4 Assign tasks across the Enterprise Make it easy for customers with self-service Connect customer service with engineering, field service, finance, and other teams to drive accountability for resolution. Increase Agent Productivity: Omni channel case management with machine learning reduces manual work and case volumes. Make It Easy for Customers with Self-Service: Encourage customers to help themselves with a self-service catalog, virtual agent, knowledge base, and community, in a personalized portal. Monitor for Issues and Create Cases Automatically: Proactively monitor customers’ products and services and take action on potential issues and outages. Assign Tasks Across the Enterprise: Connect customer service with engineering, field service, finance, and other teams to drive accountability for resolution. Prevent Future Calls Fix: underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in Performance Analytics. Increase agent productivity Monitor for issues, create cases automatically

How to delight customers with proactive service from issue to resolution 5 Fix underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in Performance Analytics. Assign tasks across the Enterprise Make it easy for customers with self-service Increase Agent Productivity: Omni channel case management with machine learning reduces manual work and case volumes. Make It Easy for Customers with Self-Service: Encourage customers to help themselves with a self-service catalog, virtual agent, knowledge base, and community, in a personalized portal. Monitor for Issues and Create Cases Automatically: Proactively monitor customers’ products and services and take action on potential issues and outages. Assign Tasks Across the Enterprise: Connect customer service with engineering, field service, finance, and other teams to drive accountability for resolution. Fix issues to reduce future calls: Fix underlying issues to eliminate calls, drive knowledge base content changes, preemptively notify customers, and act on trends revealed in Performance Analytics. Increase agent productivity Monitor for issues, create cases automatically Fix issues to reduce future calls