Customer Service Management
Multi-Billion Dollar Managed Services Provider
We implemented ServiceNow’s Customer Service Management with Domain Separation to maximize data, process, and UI separation.
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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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By having a single, well-integrated platform for all your customer interactions, you can use real-time dashboards and reports to identify trends and use key performance metrics, such as response time, resolution time, and customer satisfaction ratings to make continual improvements. Structured intake forms capture the right details about the request to minimize the back-and-forth with the customer resulting in faster closure rates and increased loyalty.
NewRocket Customer Case Management will help you improve the overall customer experience by easily tracking customer inquiries, prioritize cases based on urgency, assign cases to the right team members, and provide quick and efficient responses. Meet spikes in demand with confidence knowing you have a streamlined system that automates repetitive tasks, reduces errors, and saves your agents time.
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.
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.
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.
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.
Go beyond your current capabilities by using our latest innovations in design and technology. NewRocket’s products will enhance your processes, improve your workflow, and redefine your user experience.
Overcome limitations with the ServiceNow native mobile solutions.
Improve usability and accelerate implementation with this toolkit of UI widgets.
Accelerate the ServiceNow translation lifecycle from initial portal and catalog translation to ongoing maintenance.
Give designated users the power to create, edit, and publish content through a simple, intuitive interface.
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