One of the things we love about SNUG meetings is the powerful conversations we have with users in the ServiceNow ecosystem. Our conversations with customers, ServiceNow, and partners like INRY help us not only learn interesting things about the platform but also drive value back to customers.
The Cleveland SNUG was extra special for INRY. Not only were we a proud sponsor of the event but also the meeting took place at our client, American Greetings’, headquarters. Our recent upgrade to New York made it even more exciting as we had more interesting news and stories to share!
The SNUG meeting started with a session exploring the New York release. From dynamic translators, mobile onboarding app, instance data replication to guided application center, New York has a lot of new features and capabilities and everyone is still exploring.
There was excitement among the audience around learning how ServiceNow supports mobile but there was more buzz around how New York supports mobile. This is what people really wanted to see and understand including American Greetings.
With the minimum amount of customization, INRY recently upgraded to New York. We had a great time sharing our experience and answering related questions.
After the session on the New York release, it was time for American Greetings to share their CSM transformation success story with ServiceNow and INRY.
The speakers were Kristen Downing, Director of Customer Experience at American Greetings and Shea Laughlin, a Solution Strategist at INRY.
Previously, customer service at American Greetings was fragmented and siloed with individual contact centers across the US. The headquarters in Cleveland, Ohio housed one contact center, while several others were spread out across the US. This made it difficult to deliver a consistent and personal customer service experience.
With various greeting cards and gifting brand subsidiaries, American Greetings needed a modern solution to provide personal and consistent customer service. INRY’s implementation of ServiceNow CSM helped them successfully modernize their customer service.
Merging call centers in the US and offshore, American Greetings retired multiple tools and formed a unified contact center powered by ServiceNow.
If you’d like to learn more about our ServiceNow CSM implementation success stories or methodology, please feel free to get in touch with one of our ServiceNow consultants for a personalized consultation.
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