Customer case management can be configured for service providers through ServiceNow® Customer Service Management.

Case management for TMT

Case management is an essential component of ServiceNow® Customer Service Management, which streamlines the handling of customer inquiries and issues. ServiceNow® Customer Service Management enables businesses to engage with customers through various communication channels, such as email, phone, and chat, and to manage the lifecycle of each case from creation to resolution.

You can manage customer requests and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your agents with the tools they need to evaluate cases, communicate with customers, answer questions, and resolve issues. Case management refers to the business processes and activities designed to evaluate and address customer issues and requests while managing the overall customer experience through effective communication. Case management enables you to engage with customers, categorize and route cases, assign work to agents, and manage cases through resolution and reporting. Case management starts with case creation as customers reach out through a number of communication channels including email, phone, and chat.

See Case management for more information on configuring Customer Service Management for your business cases.

Technology Product Support case type

The Technology Product Support Case application enables technology service providers to provide support for their digital products and services.

The Technology Product Support Case application includes a specialized case type, a record page and playbook experience, and a portal experience that agents and customers can use to report issues and communicate with each other.

See Technology Product Support Case applicationfor detailed information regarding this case type available to technology service providers.

Customer account management and onboarding for service providers is handled in the ServiceNow® Account Lifecycle Events application.

The Account Lifecycle Events application enables technology industry providers to create a structured onboarding experience, define and track objectives, outcomes, milestones, and plans to achieve shared goals.

Account Lifecycle Events features include the following:

• Onboarding: Understand customer needs and expectations and define a repeatable, transparent workflow that ensures customers begin receiving value.

• Engagement: Track success objectives, milestones, and ensure that outcomes are met.

• Adoption: Position how to make the most out of the products available and recommend best practices to help achieve product usage.

• Monitoring: Monitor product and service usage along with other key metrics such as KPIs, value progress, and so on. and identify renewal and expansion opportunities.

• Expansion: Assist sales and account teams in identifying renewal and expansion opportunities.

See Account onboarding for more information on configuring Account Lifecycle Events for your business cases.

ServiceNow® Service Exchange connects multiple ServiceNow instances which service providers can configure to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators.

Service Exchange connects multiple ServiceNow instances to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators. Service Exchange provides a frictionless experience that makes it easy to collaborate and process requests while giving users the convenience of working in their own ServiceNow instance.

See Service Exchange for more information on configuring Service Exchange for your business cases.

The Telecommunications Network Inventory application enables you to create a digital representation of your physical and logical networks, along with the services provisioned to your customers.

Managing the complex network infrastructure in the telecommunications sector requires robust tools for configuration and monitoring. ServiceNow Telecommunications Network Inventory workflow provides a comprehensive solution for managing both logical and physical network components.

This workflow enables organizations to maintain an accurate inventory of all network assets, including hardware, software, and configuration details. It supports the entire lifecycle of network components, from procurement and deployment to maintenance and decommissioning. Real-time monitoring capabilities allow for continuous oversight of network performance, enabling quick identification and resolution of issues.

By integrating with other ServiceNow modules, the Telecommunications Network Inventory workflow ensures that network management activities are aligned with broader IT and business operations. This holistic approach helps in optimizing network performance, reducing downtime, and enhancing the overall quality of service.

See Telecommunications Network Inventory for more information on configuring Telecommunications Network Inventory for your business cases.

The Sales Customer Relationship Management (Sales CRM) applications enable you to manage the product sales life cycle in your organization. Your agents can use these applications to generate pre-sales opportunities, provide sales quotes, capture and fulfill orders, work with contracts and entitlements, and manage the customer order workflow for changes.

ServiceNow® Sales Customer Relationship Management workflow streamlines the sales process from initial contact through to order fulfillment. This workflow encompasses lead management, opportunity tracking, and order processing, providing a seamless experience for both sales teams and customers.

The platform’s automation capabilities ensure that all sales activities are tracked and managed efficiently. Leads are automatically assigned to the appropriate sales representatives, and follow-up tasks are generated to ensure timely engagement. The order management component integrates with inventory and logistics systems, ensuring that orders are processed accurately and delivered on time.

ServiceNow also provides robust reporting and analytics tools, enabling sales teams to track performance and identify trends. This data-driven approach helps in optimizing sales strategies and improving overall customer satisfaction.

See Sales Customer Relationship Management for more information on configuring Sales Customer Relationship Management for your business cases.

The Proactive Service Experience Workflows application enables service providers to deliver comprehensive support while understanding customer impact and maintaining transparent communication with all parties involved in the support process.

Proactive service management is key to enhancing customer experiences and preventing issues before they occur. ServiceNow Proactive Service Experience Workflows workflows enable organizations to anticipate and address customer needs proactively.

See Proactive Service Experience Workflows for more information on using Proactive Service Experience Workflows for your business cases.