How FNTS connected their teams to create an exceptional customer experience

  • Client
    FNTS
  • Industry
    Information Technology
  • Employees
    200+
  • Solution
    ServiceNow Customer Service Management, and ServiceNow Discovery

Challenges

Lack of personalized customer service experience
Unstructured workflows
Limited insights into key customer service metrics

Solution

Consolidate information from multiple sources to support audits

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

Automate work with dynamic scheduling, drag-and-drop visual dispatch, and geo-location

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

Leverage a single platform to drive collaboration

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

Analyze root cause, communicate workarounds

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.

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