Understand and Satisfy Your Clients

Does the isolation of your call center system prevent more efficient processes? Go beyond slow workflows and into improved client satisfaction with NewRocket Call Center Transformation. Earn customer loyalty with better service even during peak contact times.

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Key Benefits


ServiceNow CSM (Customer Service Management)
One-time password (OTP) functionality

Our solution can automatically generate a unique OTP and send it to the customer's registered mobile number or email address allowing them to securely access their account or complete the desired transaction. This capability greats simplifies the client authentication process while maintaining security.

  • Secure generation of unique passwords
  • Functionality integrated into agent workspace
  • Efficient client authentication
ServiceNow CSM (Customer Service Management)
Optimized agent workspace

Much of an agent's efficiency is driven by the ergonomics of the workspace they use. Even if systems are integrated, if the agent can't get to the information easily, the benefits are reduced. This configurable solution gives your agents access to the a wealth of information when they need it resulting a superior customer experience.

  • Configurable and extensible workspace
  • Automated routing and prioritization
  • Contextual information
ServiceNow CSM (Customer Service Management)
Integrated knowledge base

Help your team continually improve by making it easier for them to share knowledge. Access to vetted information also helps reduce training time and improve consistency across the team. It's also easy for agents to contribute to the knowledge base by turning solutions into article drafts directly from their workspace.

  • Contextual access to relevant knowledge from case
  • Configurable approval workflows
  • Easy conversion of solutions to draft articles
ServiceNow CSM (Customer Service Management)
Automated task routing

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. Rules may also drive case prioritization and service level agreements and escalations.

  • Routing based on multiple factors
  • Configurable assignment rules
  • Monitoring of service levels

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.

Next Steps

Melissa Copely Photo
Director, Financial Service Solutions
You have the opportunity to transform your operations and reach a new level of success. I should know. I've done it. Now, I'm here to help guide you on that journey. Contact us to learn more about how you can use the power of ServiceNow to make significant leaps forward.
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