How FNTS connected their teams to create an exceptional customer experience

Constantly measuring and improving customer satisfaction

fnts
Client:
First National Technology Solutions, Inc.
Industry:
Information Technology
Employees:
200+
Solution:
ServiceNow® Customer Service Management, and ServiceNow Discovery

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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

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.