How FNTS connected their teams to create an exceptional customer experience

In the B2B services industry, customer experience is critical with modern customers expecting real-time responsiveness, quick issue resolution, with simple ways to interact. As a leader in customized IT solutions, the leadership at FNTS wanted to modernize to deliver a more personal and connected customer service experience.

By combining ServiceNow Customer Service Management’s personalized self-service options and the infrastructure visibility on ServiceNow Discovery, INRY helped FNTS build a solution that provides a smooth and seamless customer experience.

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ServiceNow CSM with Discovery connects with customer infrastructure enabling easy self-service, faster issue resolutions, and improved efficiency

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A self-service enabled customer portal allows customers view and modify orders, place new orders, and contact customer service from a single place

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Intelligent workflows automatically route and connect customers with the right teams based on the type of request leading to improved responsiveness

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Data insights and analytics on ServiceNow CSM set the stage for teams to constantly measure and improve customer experience and satisfaction

Client:

First National Technology Solutions, Inc.

Industry:

Information Technology

Employees:

200+

Solution:

ServiceNow® Customer Service Management, and ServiceNow Discovery

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How FNTS connected their teams to create an exceptional customer experience

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