Modernize and Elevate User Experience

Use the power of the ServiceNow platform to provide your support teams with the best customer service tools available.

How it Helps

Customer Engagement: Make it easy for customers to engage by providing effortless customer service across any channel, at any time.

Assign Tasks: Assign tasks across the entire enterprise by connecting customer service with engineering, field service, finance and other teams. Robust agent workspace with access to important and relevant information.

Monitor Issues and Create Cases Automatically: Proactively monitor customers’ products and services and immediately take action on potential issues and outages, while leveraging targeted communications to keep customers informed.

Prevent the Need for Future Calls: Fix underlying issues to eliminate calls, drive knowledge-base content changes, notify customers of issues, and act on trends in performance analytics. Use Voice of the Customer feedback with surveys and analytics to drive performance improvement.

Reduce Case Volume with Self-Service: Encourage customers to help themselves with a self-service catalog, communities, knowledge base and portal. Provide omni-channel engagement for customers and automated chat bots.

Manage Tasks Done On-Location

Streamline task workflows and help your field service teams proactively address and resolve issues. Connect teams, processes, and systems to find the root cause of issues and quickly resolve them.

How it Helps

Initiate Work: Create work orders from case, project tasks, maintenance plans, or in real time while monitoring device or service disruptions.

Source Parts: Track parts available in your inventory or transfer parts from any available location.

Schedule and Dispatch: Assign the work to your agents based on their schedule and track agent and task information using the dispatch map.

Get the Work Done: Navigate to task site, communicate with customers, get help using knowledge, complete the work and get customer sign-off.

Monitor Operations in Real Time: Analyze data and track progress of field service operations against set goals using performance measurements.

Connectivity That Gets Results

Realize the full ROI from your investment in Internet of Things (IoT) devices and data collection with Connected Operations. ServiceNow turns IoT data into actionable information you can use as automation triggers and for proactive decision-making. 

How it Helps

Gain Visibility with IoT Data: Connect IoT data to digital workflows. Onboard and manage critical infrastructure by using the IoT Bridge to integrate IoT device data streams. The IoT Bridge provides connectivity via common IoT protocols, MQTT and HTTP, and can scale to support many devices.

Rules Define Issues: Set IoT Rules in the Configuration Management Database (CMDB) to meet your specific business requirements. The CMDB lets you quickly and easily define potential issues for different scenarios.

Notification Alerts: Rules may trigger an Operations Incident. Users are alerted in near real time about potential issues with IoT devices.

Resolve Issues: Investigate and resolve issues all in one workspace.

Take Action: Seamlessly ties into CSM and FSM. Proactively update customers about the incident and create a work order for your field service technicians.

Plan For Financial Success 

Bring your financial data and workforce together with ServiceNow. Exclusive financial services tools help every decision-maker achieve success.

How it Helps

Data Model: Data model pulls in only the customer data needed to make the applications work. Enables financial institutions to create flexible data structures that meet their business needs.

Payment Operations: Create and manage cases and tasks for payment requests, including payment inquiries and investigations.

Card Operations: Create and manage cases and tasks for credit card requests, including new cards, increasing or decreasing credit limits, and blocking or unblocking cards.

Loan Operations: Manage service requests and system-generated exceptions for all types of loans for consumers and business customers.

Analytics and Reporting: Front, middle, and back office working together on one platform. Repetitive tasks are automated and employees gain insight with analytics and reports.

Clearer Communication Across Networks

ServiceNow offers essential telecom service management for companies who want to ensure that their network infrastructures are optimally used and managed appropriately.

How it Helps

eBonding Integration: ServiceNow instance integration with customers enables synchronous receipt and fulfillment for service requests. Create and publish catalogs of services for customer access.

Assurance Workflows: Five unique workflows enhance the Incident Management application for network-initiated events. Synchronizes incident items to related tasks.

Proactive Care: Quickly restore normal service operation when network-initiated incidents occur and proactively identify and notify impacted customers.

Event Management: Gathers alerts and uses IT-related information to map alerts to configuration items. Dashboards show a consolidated view of all service-impact events.

Operational Intelligence: Proactively analyzes IT infrastructure to spot issues and prevent service outages. Advanced machine learning analyzes information, determines dynamic thresholds and identifies anomalies.