Optimization
Summarize
Summary of Optimization
The Optimization features within the Customer Service Management application empower ServiceNow customers to enhance their customer service processes, workforce efficiency, and overall team management. By leveraging process mining and workforce optimization capabilities, customers can identify bottlenecks, analyze key performance indicators (KPIs), and implement improvements that drive better customer outcomes and operational efficiency.
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Process Mining
Process mining provides automated, data-driven analysis of customer service cases by creating process maps from audit log data. This enables customers to visualize process execution, identify inefficiencies such as bottlenecks, redundancies, and undesirable transitions, and uncover root causes behind performance issues. Key variables like Location, Product, Priority, and Assignment group can be used to filter and analyze process maps.
Process mining helps customers:
- Automatically discover and analyze process maps related to KPIs
- Conduct root cause analysis to find improvement opportunities
- Track initiatives to prevent recurring issues
- Replace manual analysis with automated insights
Common inefficiencies identified include idling time, resolution rejections, frequent reassignments, delays in resolution, assignment inefficiencies, and undesirable case transitions.
Additional features include automated root cause analysis with clustering to discover hidden process influencers and multi-dimensional mining to visualize related processes in a unified graph. Customers can also create detailed business process flows for in-depth analysis.
Workforce Optimization
The Workforce Optimization for Customer Service application helps customers manage team productivity by efficiently routing work, managing skills and schedules, and monitoring performance in real time and historically. It supports workforce development through onboarding, coaching, and training workflows.
Benefits for customers include:
- Improved quality, efficiency, and team satisfaction
- Support for skill growth and intelligent scheduling
- Real-time assistance across all engagement channels to enhance customer experience
- Capturing and applying relevant data insights to guide team performance
Both process mining and workforce optimization can be configured to align with specific service objectives, enabling customers to optimize their customer service operations effectively.
Optimize your processes by using the Customer Service Management application. You can analyze which processes are relevant to your key performance indicators (KPIs), identify the bottlenecks for your customer service cases, learn how to optimize your workforce, and manage your teams more efficiently.
Process mining
By mining your processes, you can quickly analyze and improve the root cause of the inefficiencies. A process mining content pack has been built exclusively for the Customer Service Management application. This content pack helps you to analyze your cases and create process maps. With a process map, you can review the case records and find the performance issues. After finding some improvement opportunities, you can create initiatives to track the progress to ensure that an issue doesn’t happen again in the future. You can also analyze your process maps by using variables like Location, Product, Priority, Category, Resolution code, and Assignment group.
- Visualize your process execution and resolve underlying issues.
- Automatically discover and create process maps for your KPIs and conduct a root cause analysis.
- Use process maps that were built by using audit log data to identify your bottlenecks, redundancies, and opportunities for automation.
- Replace time-consuming manual analysis and costly consultants with automated data-driven process maps.
The following diagram shows the benefits of Process Mining, including creating process maps, analyzing bottlenecks, and finding new areas of improvement and automation.
- Dashboard and insights
- You can drill down into the process KPIs that are most important to your business. You can get the insights into the process inefficiencies that are discovered by the process model. The top identified case
inefficiencies across all organizations are:
- Idling time: The time that it takes for assigned cases to move to Work in progress.
- Resolution rejected: Cases where a solution has been proposed by the agent but for some reason is rejected by the customer.
- Reassignments: Cases where the assignment group change happens at least twice.
- Resolution efficiency: Cases where there’s a significant time gap between the Work In Progress and Resolved cases.
- Assignment efficiency: Cases where the time to assign a case is longer than usual.
- Undesirable transition: Cases that go from Work in progress to Work in progress-awaiting info.
- Automated root cause analysis and clustering
- You can investigate where and why inefficiencies happen in the process. You can get insights on the leading influencers for the analyzed process steps and discover the hidden connections and influencing factors in the process data.
- Multi-dimensional mining
- You can link the different related processes to visualize in one graph.
- Business process flow creation
- You can use the case data in audit trails to perform an in-depth analysis and discover the process insights that can improve your business outcomes.
Workforce Optimization
The Workforce Optimization for Customer Service application manages and maintains the productivity of your workforce. With the Workforce Optimization for Customer Service application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor your team's performance.
The Workforce Optimization for Customer Service application is configurable and can be customized to fit your service objectives.
- Improve the quality, efficiency, and satisfaction of your teams.
- Support skill growth and smart scheduling for your team.
- Get real-time and historical snapshots of your team's performance.
- Onboard, coach, and train workflows to develop and grow your team members.
- Focus on all engagement channels and provide real-time help to your team members so that they can provide a better customer experience.
- Capture all the relevant data and apply these insights and guidance to your team.
To learn more about the Workforce Optimization for Customer Service application, see Workforce Optimization for Customer Service.