Here Comes ServiceNow CRM!
ServiceNow’s Customer Service Management (CSM) platform is emerging as a powerful CRM solution
Transformative features include omnichannel support, case management, self-service, knowledge management, proactive outreach, conversational intelligence, and a 360-degree customer view.
By design, ServiceNow works for complex service delivery rooted in data from the ERP and other back-end systems. Layering AI over the customer service workflows that enter these systems and leverage their data enables a CRM experience that is far more data-rich. ServiceNow will enable organizations to benefit from an enterprise service management solution that will deliver personalized, data-driven experiences at scale.
The clear advantages for ServiceNow-powered CRM:
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Customer Service Management
Customer Service Management driven by AIwill accelerate self-service, boost agent productivity, and shorten resolution time. Automated and optimized processes ensure faster time to value.
Clients have already achieved:
- 71% reduction in time to resolve cases·
- 2 X improvement in case deflection· 55% reduction in time to record customer actions.
Field Service Management
Field Service Management driven by AI boosts productivity, operational excellence, and real-time visibility. Get the most out of field technicians, optimize scheduling and resource allocation, and supercharge communication.
Clients have already achieved:·
- 53 minutes extra technician productivity per day· Easier management of as many as 1million care visits a month
- 75% reduction in request completion time.
Sales and Order Management
Sales and Order Management that accelerates lead-to-cash and reduces revenue leakage .Speed up time to market, reduce costs and cycle times, realize revenue quicker, and increase retention.
Clients have already achieved:
- 75% reduction in order fulfillment time.
- 60-70 Net Promoter Scores.
-86% lower order fallout.
Cost-effective Solutions
A single AI-powered platform, spanning operations, CRM, and other processes, expressly designed for business transformation. The advantage for CRM is faster, more personalized service, which creates loyalty at a much lower cost.
Clients have already achieved:
- 200% annual increase in self service.
- 19% reduction in inbound calls.
- 91% Automation of batch payment exception resolutions.
- $2M savings in process improvements.
- 50% increase in NPS.
- 80% reduction in case creation.
