Technology Provider Service Management (TPSM)
Technology Provider Service Management (TPSM) is built to intelligently automate work so you can reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. Continuous AI innovation is embedded into workflows, making it easy to extend AI to your as-a-service business models, accelerating value and fueling growth, all while reducing costs.
- Onboarding remains manual and time-intensive, slowing time-to-value.
- Customer support is constrained by limited resources, leaving customers waiting for answers to basic queries.
- Visibility into technology ROI is minimal, making it difficult to demonstrate value.
- Agents spend excessive time on repetitive case management, resulting in slower resolutions and inconsistent updates.
These inefficiencies not only erode operational performance but also drive customer dissatisfaction and increase churn risk. Addressing these challenges requires an integrated, modern architecture that enables automation, real-time insights, and seamless customer engagement.
TPSM benefits
Streamlining experiences for both customers and the front, middle, and back-office helps technology providers reduce contact center volumes, supercharge agent productivity, and maximize customer lifetime value. TPSM is designed to automate work for technology providers, aiming to:
- Reduce contact center volumes
- Boost agent productivity
- Maximize customer lifetime value
It streamlines experiences across customer-facing and internal teams, embedding continuous AI innovation into workflows. This enables technology providers to extend AI to as-a-service business models, accelerating value, fueling growth, and reducing costs.
TPSM capabilities
TPSM combines purpose-built applications for technology providers with CSM and platform core to address common challenges. TPSM begins with the ServiceNow Platform, Customer Service Management, and IT Service Management product capabilities; and then builds on additional value-add features that are purpose built for the Technology Provider. Those features include the following:
| Application | Value |
|---|---|
| Now Assist for Telecommunications, Media and Technology (TMT) | Use AI-powered industry workflows to supercharge insights, actions, and self service experiences. |
| Customer Success Management | Drive adoption, mitigate risk, and maximize customer value with proactive success strategies, real-time health monitoring, and intelligent automation. |
| Service Exchange | Quickly connect enterprise customers and suppliers running ServiceNow® to optimize work across the value chain. |
| Product Support for Technology | Proactively notify customers of service disruptions and provide real-time resolution tracking. |
| Enable technology companies to provide support for digital products and services. |