Optimize Resources for Customer Satisfaction and Retention

Are your agents struggling with using multiple systems to support your customers? Go beyond barely meeting your service level agreements and into high customer satisfaction rates with NewRocket Customer Case Management. You can streamline agent activities and gain the visibility you need to take your case management to a new level.

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Key Benefits


ServiceNow CSM (Customer Service Management)
End-to-end case management and visibility

Effective case management starts with collecting better information in the initial request. Provide an omni-channel support model with intake from email, chat, social media, phone, and portal. We can help you improve and automate the information collected through each of those channels. Case information can then be automatically categorized and routed to the right team. You will be able to define and enforce service level agreements (SLAs) to ensure that cases are resolved within acceptable timeframes. Real-time reports and dashboard provide even more visibility and insight into process efficiency.

  • Omni-channel intake
  • Automatic categorization and routing
  • SLA management  
  • Real-time reports and dashboard
ServiceNow CSM (Customer Service Management)
Single pane of glass through effective integrations

End the need for agents to "swivel-chair" to through multiple applications to provide service and for managers to produce reports. By integrating key systems into ServiceNow, you can view all customer interactions and information in one place allowing you to provide more personalized and effective support. With this comprehensive view, you can make more informed decisions about how to improve the customer's experience.

  • Agent workspace surfaces relevant information
  • Optional, bi-directional integration
  • Better decision-making through integrated reporting
  • Customer history helps personalize support
ServiceNow CSM (Customer Service Management)
Streamlined customer onboarding

Faster onboarding means reducing time to value and improving customer satisfaction. This improved customer experience reduces churn and sets the stage for a positive, long-term relationship with your customers. In addition to the customer benefits, your operations will become more efficient which will lower costs.

  • Configurable workflows
  • Standardized tasks and playbooks
  • Self-service options
ServiceNow CSM (Customer Service Management)
Advanced work assignment and entitlement management

Using configurable rules, you can route work automatically to the right queue to reduce wait times and improve the overall customer experience. Assignment may be based on agent skills, location and availability. Once the work gets routed properly, the agent will have access to the customer's entitlements again streamline the support process and allowing you to provide a more personalized experience.

  • Configurable assignment rules
  • Routing based on multiple factors
  • Entitlements visible in workspace

Operational Benefits

Unlock  the benefits of a better customer experience
Companies  that effectively organize and manage customer experience can realize a 20  percent improvement in customer satisfaction, a 15 percent increase in sales  conversion, a 30 percent lower cost-to-serve, and a 30 percent increase in  employee engagement.
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Back-office  not keeping pace with front-office requirements
Nearly  50% of enterprises say their back-office is not keeping pace with  front-office requirements.
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Next Steps

Director, Global Customer Practice Strategy
Our Customer Experience practice is a recognized leader in helping companies like yours deliver better customer experiences. Contact us to learn more about how we can help you adapt to the ever-changing demands of your customers.
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