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PASS 2: Enable Customer Self Service
Once your back-end CSM operations have been enabled, it’s time to enable omni channel engagement and develop a self-service portal.
Some organizations attempt to do both step 1 and 2 at the same time. This is feasible if you’re migrating from a legacy application and you already have intelligence around Customer Service patterns and how you can automate frequently requested services.
At this stage you can provide common request automation as well as other self-service options for your customers through a knowledge base as well as social collaboration.
When that’s set up, turn on customer feedback surveys. Customers can receive notifications to complete surveys when requests are closed. These are a valuable tool to collect information and insights into the efficiency of your CSM implementation.
ServiceNow also provides capabilities to support mobile devices.
PASS 3: Integrate with other systems and enable real-time collaboration
There are two prongs to this PASS.
The first is to provide your agents with visibility into defects and orders without involving the “swivel chair” effect; where they are forced to log into multiple applications or systems and search for information.
The second is to “push” event based knowledge and notifications to the agents and your customers. For example, integration with ServiceNow Event Management can alert agents to be aware of service outages. These alerts can also be “pushed” to the Customer Self Service Portals as “Announcements” which can result in a significant reduction of customer service requests pertaining to the outage.
Integrating with Change and Problem Management can enable Customer Service Agents to automate creation of change requests; and enable your organization to identify and track root causes of problems.
This integration can also assist with cross-department collaboration within your organization. Customer Service usually requires several departments to work in tandem and this capability helps with the acceleration of issue identification and resolution.
PASS 4: Enhance Cusomer Interaction
There are two types of reports in the world – the first provide data and the second type provide insight – and they’re both very valuable.
For Customer Service Management capability – data driven reports that capture metrics like SLA adherence, time to resolution, first contact resolution percentages, aging etc., are valuable to manage operations, and these are enabled in the Foundation PASS.
The second type of reporting – dashboards that help visualize trends and drive insights – only become meaningful after the system has been in use for a while. Which is why we recommend returning to them in the fourth and final PASS. At this time you should revisit the dashboards to refine them based on the learnings from using the system through the previous PASSes and identify metrics and visualization is meaningful and assists in one of the two core objectives we started with. The metrics should either assist with improving Customer Satisfaction; or decreasing cost of services.
By analyzing the dashboards and the trends they provide, you embark upon a process of enhancements and refinements that can help make customer self-service more robust.
Accelerate ServiceNow CSM Implementation
Implementing ServiceNow Customer Service Management can appear to be a daunting and uphill task but with ServiceNow CSM and INRY's PASS methodology, you have opportunities to accelerate the process and build the capability in four easy PASSes.
For further information regarding our approach, or to know more about ServiceNow’s CSM capabilities, please contact us at firstname.lastname@example.org. We’re here to help.