Four Easy Steps To Implement Customer Service Management With ServiceNow

Every Customer Service Organization in the world has two objectives at the core of all its operations; increase Customer Satisfaction while simultaneously decreasing the cost of doing so.

The ServiceNow Customer Service Management (CSM) tool offers a solution for this challenge through the following robust features:

  1. End to end workflow management and intelligent routing for the intake, triaging and resolution of customer cases.
  2. Omni channel support allowing customers to choose the communication channel with which they engage with the organization.
  3. Customer Self Service driven by Knowledge Management for the most frequently addressed requests.
  4. Comprehensive case resolution through Integration with other ServiceNow applications like Event Management, Facilities, Problem and Change Management, Asset Management and Portfolio Project Management.
  5. Empower customer service agents by alerting them when events occur and configuring rules based special handling instructions.

Inry’s Approach

Inry has a proprietary delivery methodology called Process Area Specific Sprints (PASS). This methodology relies on a combination of AGILE© and PRINCE2© methodologies. PASS is designed to rapidly deploy and introduce ServiceNow functionality into the organization’s departments with a targeted focus. Clients are engaged throughout the delivery cycle and start using the functionality developed throughout the process. Each PASS lasts between 6 to 8 weeks.

The main benefit of this approach is that you avoid long systems implementation cycles and the “black box” approach where you only see the benefits of the system after a long SDLC cycle and users interact with the application only during UAT or after go live.

Using the PASS approach, organizations can quickly and incrementally build their capabilities and provide smarter requirements for future PASSes. Our team has demonstrated success in managing and implementing the methodology across various ServiceNow applications for both IT Service Management (ITSM, IT Operations Management) as well as Business Service Management (Human Resources, Finance Service Management, Facilities Service Management etc.).

To achieve the entire portfolio of functionality offered by ServiceNow®, and to leverage all functionality, we recommend a four PASS process.

PASS 1: Build Foundation Capabilities For Your CSM Agents

Regardless of whether you’re newly building your Customer Service Management capability with ServiceNow CSM or migrating from a legacy application, there are core set up activities that need to be performed.

This includes activating ServiceNow instances, setting up core elements like users, roles and groups, setting up customer information, and configuring a Service Catalog. By doing so, you are defining the types of services your customers are likely to request. At first glance, this might look like a lot of effort. However, ServiceNow’s robust and highly configurable platform capabilities make the foundational step relatively easy.

In this preliminary step, you can set up basic administrative functionality like using rules to route and assign cases and start to track and analyze customer service trends and metrics. ServiceNow’s intelligent routing capabilities allow you to assign cases to agents based on skills, availability, workload, priority, geography and other similar criteria.

At this stage, we also recommend you initiate a Knowledge Base and start developing content which can be used by agents.


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