Improve Service Levels and Productivity With Better Visibility Into Client Interactions

Are your back office processes bogged down by email and low-value manual efforts? Go beyond manual workflows and into new levels of automation and visibility. Now you can optimize your team and ensure no client falls through the cracks.

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Key Benefits


ServiceNow CSM (Customer Service Management)
Automated enforcement of business rules

No need to worry about maintaining compliance based tribal knowledge, ServiceNow allows you to build the rules right into the system. Automated rules can be augmented with playbooks to further ensure agents do the right thing at the right time. ServiceNow's powerful platform can be tailored to your unique needs and integrated with your other systems.

  • Configurable business rules
  • Configurable workflows
  • Playbooks
ServiceNow CSM (Customer Service Management)
Real time reporting on staffing and compliance

Tired of spending time creating reports with data that is already too old to be fully useful? ServiceNow puts key information at your fingertips in real-time. Detailed analytics on your team's performances allows you to identify trends and areas for improvement. Access to powerful insights help you make data-driven decisions, optimize your staffing levels, and improve operations.

  • Preconfigured and ad hoc reporting
  • Configurable dashboards
  • Unified data model
ServiceNow CSM (Customer Service Management)
Structured input for requests

Clients want their issues resolved as soon as possible. Help them and your agents by collecting better information from the beginning. With structured forms, clients can provide agents with the accurate, relevant, and standardized information that can reduce errors and speed the support process.

  • Configurable request forms
  • Request catalog
  • Robust validation and processing logic
ServiceNow CSM (Customer Service Management)
Integrated systems of record

Help your agents reduce resolution time by giving them access to all the relevant information they need from one place. Clients will be delighted when agents know who they are and answer questions quickly. Reduce the likelihood of errors by automating the process of transferring information among systems.

  • Industry-leading integration capabilities
  • Single pane of glass about customer
  • Uni- and bi-directional data flow

Social Proof

Operational Benefits
Banks  are also learning critical lessons about workflow in this new world—for  example, how to more effectively manage handoffs between man and machine, and  where typical process redesign/re-engineering can be put off or even skipped  in favor of automation—particularly where systems are likely to be replaced.
Main Risk Facing Banks in 2023?
These  include the failure to make the internal changes needed to remain  competitive: attract and retain the necessary talent; meet customer  expectations by fostering more human relationships; optimize operations for  efficiency, quality and innovation; capitalize on the cloud for agility,  collaboration and security; use data more effectively for personalized  experiences and insight-driven decisions and more.
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Frequently Asked Questions

Will I be able to reduce or eliminate manual reports?

Yes, ServiceNow provides robust real-time reporting capabilities and dashboards. NewRocket will set up standard reports during the project and train your staff how to produce other ad hoc reports if needed. Dashboards will provide even more visibility into trends.

How does this solution help with remote teams?

NewRocket will help you use ServiceNow to automate the manual processes and performance monitoring that are holding your team back. By automating rules and integrating systems, you can reduce training and development time and ensure that team members have the support they need to perform their roles effectively.

How does this solution help me meet SLAs when there are multiple queues involved?

Automated routing rules help get cases to the right queue as quickly as possible and minimize rerouting. Cases that involved multiple fulfiller groups are coordinated with tasks and pre-defined workflows that can provide alerts and escalations when SLAs may be breached.

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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