BDO: Customer Service Mgt

BDO is an international accountancy and advisory firm with almost 74,000 employees and 1,500 offices in 162 countries. They are ranked among the top 5 accountancy firms in the Netherlands and have specialists in the field of audits and assurance, accountancy & business advisory and taxes. Headquartered in Brussels, the firm consists of cooperating partners, who can become joint owners through participation. With a large customer base, ranging from SMEs to large enterprises, structured communication with clients is key for their company success. The same goes for BDO Netherlands.

The challenge

For any organization, structured communication with clients is key to a positive customer experience. BDO Netherlands faced the challenge to find a new approach for their situation, while keeping their communication with the customer personal. Current communication was done via team email inboxes and thereby not reliably accessible for reference and compliancy checks. Dealing with many contact moments between different customers and teams, the need for an easy to use tool that is compliant with global assurance standards (such as ISAE 3402) was clear.

The solution

To ensure compliancy and leverage the features that ServiceNow offers to improve customer service, BDO has chosen ServiceNow as their new tool. Plat4mation has helped to configure and implement the ServiceNow Customer Service Management module in BDO’s new environment. With the new tool several teams now have one single source to register all their client communication. Through an automated workflow, assigning and monitoring customer cases has become easier and more structured. The growing set of data in ServiceNow provides valuable insights to further steer and improve the new process. All resulting in a more coherent customer experience and method of working that adheres to the industry’s global assurance standards.