Customer expectations for businesses providing IaaS, PaaS and SaaS solutions are on the rise, pressuring IT service providers to improve their customer experience (CX). While it’s common to think that customer-facing employees are the front-runners in delivering a smooth customer experience, it’s actually the underlying operational excellence and data that play a crucial role in providing great customer journeys. When issues occur, they are usually complex by nature and require significant time and resources dedicated for customer engagement, diagnosis and fix. For large-scale managed service providers, this is a significant investment that comes at the cost of new innovations and launching new products onto the market.
But this doesn’t have to be this way! Nowadays, IT service providers have state-of-the-art technology solutions at hand to not only ensure service delivery and availability, but also provide a great customer experience. They can detect issues proactively and eliminate them before the customer can even pick up the phone. This is especially important for large-scale IT service providers who need to safeguard customer operations.
In the end, the best service is no service. By harnessing the power of ServiceNow Customer Service Management and IT Operations Management (ITOM), we take a bottom-up approach to achieve this goal. We enable IT service providers to reach operational excellence and seamless customer experiences at the same time by:
The time you had to choose between Operational Excellence, or a smooth Customer Experience now belongs to the past. While Customer Service Management and ITOM can deliver business value when implemented separately, our extensive knowledge of the ServiceNow modules enables us to help IT service providers leverage the platform’s capabilities by blending the modules across the entire organization. By looking at the big picture, we can create the best customer experiences while ensuring operational excellence at the same time. Because that’s what customers nowadays bluntly expect. Moreover, it leaves IT service providers with significant time to focus on new innovations and enrich their service offerings.
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