ServiceNow Delivers Customer Service
Company: ServiceNow, Santa Clara, CA
Company Description: ServiceNow makes work better across the enterprise. Getting simple stuff completed at work can be easy, and getting complex multi step tasks accomplished can be painless. Our applications automate, predict, digitize and optimize business processes and tasks, across IT, Customer Service, Security Operations, Human Resources and more, creating a better experience for your employees and customers.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Computer Industries
Nomination Title: ServiceNow Delivers Customer Service
Tell the story about how technology has improved your customer service initiatives since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
ServiceNow develops and markets modern customer service solutions that marry customer engagement with service delivery to increase customer satisfaction, reduce costs, and increase revenue. While every Customer Service Management customer receives the same, high quality service, we also use our own solutions in-house allowing us to build, test, and deliver higher quality products to our customers. Our results confirm our commitment to superior service delivery with an NPS score similar to Apple and far beyond our technology competitors globally. Our most recent product innovation, Agent Intelligence, is one such example of how we embrace our own technology to deliver service beyond expectations. Additionally, our Bypass The Hub and Wallboards are additional proof points highlighting that innovation is not a one-time activity.
ServiceNow implemented Agent Intelligence on HI, our application that we use to provide customer service. Agent Intelligence uses artificial intelligence -– machine learning – to automatically assign a category and assignment group to an incident. This not only makes it easier for customers to file an incident directly due to fewer categories, but it also saves hours of manual time for customer service agents and reduces errors. The customer service team handles more than 13,000 incidents a month. Agent Intelligence has been 95% as accurate as humans are in categorizing the incidents. As a result, we’ve seen a savings of 315 hours per month from productivity improvements—and saw a rise in customer satisfaction due to faster resolution times.
BYPASS THE HUB
With the Bypass the Hub, if a customer has an incident they are prompted to enter that incident number. This allows them to skip (bypass) the HUB entirely to get directly in touch with the agent assigned to the incident, if available. If the agent is not available the caller has a choice of leaving a voicemail for that agent or speaking to someone in that same assignment group that can assist with their issue. The incident number is made available through Finesse that the TSE can click on and have the incident information on screen prior to answering the call.
ServiceNow built a custom wallboard solution on the Now Platform. The wallboards can be viewed as all teams or just one team and it’s global. You can even view the agents per team and their current call stats, and the wallboards are updated with fresh data every 5 seconds. The wallboards will display Priority 1 incidents that are not currently assigned so that they can be assigned to an agent as fast as possible. A notification is automatically sent to management if there are no agents available to take a call within a queue. The wallboards will also show how many agents are in the incident only status which allows them to only take calls that they are assigned to versus new calls that they are not assigned to.
Additional Bypass the Hub and Wallboard information can be found in Attachment 1.
ServiceNow leverages a breadth of technology to deliver world-class customer service. Our self-service portal is accessible from any device and has delivered a 25% case deflection rate due to personalization and knowledge. By proactively monitoring and automating 80,000 product fixes and updates per month, we have machines talking to machines, which improves quality and eliminates customer’s issues. We’ve seen a 30% lower case growth versus customer growth due to automation and operational efficiencies, as well as a 13-point increase in our support NPS over the past two years. We also leverage Performance Analytics dashboards to monitor the environment and provide our management with real-time insights on key metrics so they can take immediate action. (see dashboard in Attachment 2).