ServiceNow Customer Service Management

Deliver Modern CSM Solutions with ServiceNow

ServiceNow Customer Service Management

Deliver Modern CSM Solutions with ServiceNow

Customer Service Management for the
Age of the Customer

Customers expect to be treated as individuals in their moment of need. They expect that each encounter will be informed and enriched by current and accurate information about their accounts, history, and preferences. They will reward companies that can anticipate their personal needs and wants, and punish those that clumsily have to relearn basic customer details at each encounter.*

At Virteva, we know that every business has unique needs that require unique solutions. But when customer service teams are plagued by inconsistent service delivery, encumbering legacy CRM software, high case volume, and disjointed service teams, it is nearly impossible to satisfy these customer expectations.

39% of customers will tell family or friends about a negative customer service experience.**

*Trends 2016: The Future of Customer Service, Forrester, 2016
**The 2016 Top 10 Critical Success Factors To Determine Who Wins and Who Fails In the Age of the Customer, Forrester, 2016

See how you could achieve a 104% ROI with ServiceNow Customer Service Management

The Total Economic Impact of ServiceNow Customer Service Management - VirtevaThis report, conducted by leading research firm Forrester, offers qualitative and quantitative information on the potential return on investment that enterprises may realize by modernizing their customer service operations with ServiceNow.

Make Customer Service a Team Sport

With ServiceNow’s CSM suite, customer service management becomes a team sport.

One of the challenges with CRM-like customer service tools is they are reactive. Customer success teams are constantly responding to problems as they come in, instead of proactively addressing them at their source. Furthermore, cases and their related data get stuck in silos, which makes it difficult to share information across the organization and get the right people involved from the onset. The result is slow resolution times, dissatisfied customers, and demoralized teams.

With ServiceNow’s CSM suite, customer service management becomes a team sport. By integrating across departments, workflows are automated to solve customer issues in a connected, effortless way. Additionally, by fostering collaboration across IT, finance, quality, and other teams, organizations are able to attack problems at the source and prevent them from happening again.

When Virteva helps you leverage CSM, you will:

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Integrate Customer Service Tools

Integrate your customer service tools across all departments

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Build and automate workflows

Build and automate workflows that get the right people involved right away

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Treat the root cause

Treat the root cause of customer issues, not just the symptoms

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Increase customer satisfaction

Increase customer satisfaction and improve efficiency

Make Customer Service a Team Sport

With ServiceNow’s CSM suite, customer service management becomes a team sport.

One of the challenges with CRM-like customer service tools is they are reactive. Customer success teams are constantly responding to problems as they come in, instead of proactively addressing them at their source. Furthermore, cases and their related data get stuck in silos, which makes it difficult to share information across the organization and get the right people involved from the onset. The result is slow resolution times, dissatisfied customers, and demoralized teams.

With ServiceNow’s CSM suite, customer service management becomes a team sport. By integrating across departments, workflows are automated to solve customer issues in a connected, effortless way. Additionally, by fostering collaboration across IT, finance, quality, and other teams, organizations are able to attack problems at the source and prevent them from happening again.

When Virteva helps you leverage CSM, you will:

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Integrate Customer Service Tools

Integrate your customer service tools across all departments

wtfdivi014-url24

Build and automate workflows

Build and automate workflows that get the right people involved right away

wtfdivi014-url24

Treat the root cause

Treat the root cause of customer issues, not just the symptoms

wtfdivi014-url24

Increase customer satisfaction

Increase customer satisfaction and improve efficiency

Voxai Case Study - Delivering Better Customer Service - Virteva

[case study] Voxai

Delivering Better Customer Service

Learn how Voxai embraced ServiceNow Customer Service Management (CSM) to provide comprehensive and intuitive service for their customers.

Click the button below to download the case study now!

ServiceNow SysAdmins & Implementation Specialists

Custom Platform Modifications

ServiceNow Accreditations + Certifications

6 Month Average CSAT Score

ServiceNow Gold Services Partner - Virteva

Virteva is proud to be a Gold Services Partner with ServiceNow. With over 750 seats, hundreds of clients, and excellent customer satisfaction scores, we have earned our status as a preferred partner.

ServiceNow SysAdmins & Implementation Specialists

Custom Platform Modifications

ServiceNow Accreditations + Certifications

6 Month Average CSAT Score

ServiceNow Gold Services Partner - Virteva

Virteva is proud to be a Gold Services Partner with ServiceNow. With over 750 seats, hundreds of clients, and excellent customer satisfaction scores, we have earned our status as a preferred partner.

Our Approach to Customer Service Management

A comprehensive approach to CS

Rather than ripping out an old tool and replacing it with something new, we take a comprehensive approach to Customer Service that integrates the three factors of success: the user or customer experience, the internal processes behind the experience, and the technology that facilitates it all.

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Business Process

Ensure you implement a streamlined and transparent internal process for handling cases by first identifying the current inefficient and complex processes before they are automated. This reduces the need for customizations within the ServiceNow CSM platform.

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Customer Experience (CX)

Whether you need a basic current state and gap analysis, or a transformative, collaborative design option, we will ensure your ServiceNow CSM instance is increasing customer satisfaction through omnichannel experiences.

ServiceNow Customer Service Management Triangle - Virteva
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Platform Implementation

Based on the CX and Business Processes, we create the templates needed. Get an even more transformative ServiceNow implementation by combining them with customer experience and business process optimization services.

Our Approach to Customer Service Management

A comprehensive approach to CS

Rather than ripping out an old tool and replacing it with something new, we take a comprehensive approach to Customer Service that integrates the three factors of success: the user or customer experience, the internal processes behind the experience, and the technology that facilitates it all.

ServiceNow Customer Service Management Triangle - Virteva
wtfdivi014-url58

Business Process

Ensure you implement a streamlined and transparent internal process for handling cases by first identifying the current inefficient and complex processes before they are automated. This reduces the need for customizations within the ServiceNow CSM platform.

wtfdivi014-url60

Customer Experience (CX)

Whether you need a basic current state and gap analysis, or a transformative, collaborative design option, we will ensure your ServiceNow CSM instance is increasing customer satisfaction through omnichannel experiences.

wtfdivi014-url59

Platform Implementation

Based on the CX and Business Processes, we create the templates needed. Get an even more transformative ServiceNow implementation by combining them with customer experience and business process optimization services.

Customer Service Discovery: Where are You Now?

Whatever your maturity level, our Customer Service experts will help you:

Understanding your current CSM maturity level is the first step in the journey to superior customer service. Virteva will help you evaluate where you are today, and build a roadmap to where you want to go.

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Increase customer satisfaction

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Reduce service costs

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Improve agent and field tech productivity

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Increase revenue

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Improve product or service quality

Virteva CSM Maturity Index™

Virteva CSM Maturity Index™ Slide #1
Virteva CSM Maturity Index™ Slide #2
Virteva CSM Maturity Index™ Slide #3
Virteva CSM Maturity Index™ Slide #4
Virteva CSM Maturity Index™ Slide #5
Virteva CSM Maturity Index™ Slide #6

Virteva’s Discovery Workshop is a Structured Approach to
Defining a CSM Excellence Plan:

Assess your CSM maturity and performance across key areas:

What we’ll accomplish together:

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Customer feedback collection, utilization, closed-loop processes

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Resource training, specializations, and management procedures

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Process standardization and root cause analysis

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Use of technology and systems to provide customer service

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Inter-department and 3rd party CX integration

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Data management, KPI, and reporting capabilities

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Identify goals, requirements, and primary objectives for your CX team

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Conduct interviews, and review existing CX data to assess your current state

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Identify strengths, weaknesses, gaps, suggested next steps, and provide a detailed report to drive action and improvement.

Get Started With a CSM Discovery Workshop

Contact us to learn more about our CSM Discovery Workshop

Virteva’s Discovery Workshop is a Structured Approach to
Defining a CSM Excellence Plan:

Assess your CSM maturity and performance across key areas:

wtfdivi014-url41

Customer feedback collection, utilization, closed-loop processes

wtfdivi014-url55

Resource training, specializations, and management procedures

wtfdivi014-url21

Process standardization and root cause analysis

wtfdivi014-url56

Use of technology and systems to provide customer service

wtfdivi014-url30

Inter-department and 3rd party CX integration

wtfdivi014-url57

Data management, KPI, and reporting capabilities

What we’ll accomplish together:

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Identify goals, requirements, and primary objectives for your CX team

wtfdivi014-url24

Conduct interviews, and review existing CX data to assess your current state

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Identify strengths, weaknesses, gaps, suggested next steps, and provide a detailed report to drive action and improvement.

Get Started With a CSM Discovery Workshop

Contact us to learn more about our CSM Discovery Workshop

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[checklist] For Modernizing Customer Service

Customer service leaders resolve issues at their roots, provide self-service, and collaborate effectively. Download this checklist to learn what successful customer service leaders are doing, what prevents companies from excelling at customer service, and best practices to deliver exceptional customer service.

Click the button below to download now!

Virteva Newsletter Icon

Subscribe To Our Monthly Newsletter

To receive trends in service and how they’re shaping our industry delivered to your inbox monthly, enter your email below and click submit.

[checklist] For Modernizing Customer Service

Customer service leaders resolve issues at their roots, provide self-service, and collaborate effectively. Download this checklist to learn what successful customer service leaders are doing, what prevents companies from excelling at customer service, and best practices to deliver exceptional customer service.

Click the button below to download now!

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