Customer Service Management

How EY can help

Demands on business leaders to watch, measure and report on Customer Satisfaction (CSAT) or Net Promoter Score (NPS) weigh heavily in dynamic and unpredictable market conditions.

Add to this the need to keep costs down, increase brand loyalty, compete to stay front of mind in a crowded market and control shadow IT; accomplishing all of these things is not easy. 

Human intervention is still largely needed to serve the customer as most digital transformation has been focussed on engagement and giving customers a variety of options to connect. However, many companies still struggle to meet customer expectations because behind the scenes there are multiple disparate processes and technologies being manually tied together. Customer service agents, middle and back-office employees are all fielding and communicating tasks, therefore often the status of cases is unknown, and all parties are frustrated.

Our teams are here to help you deliver seamless customer service experience. In conjunction with ServiceNow, we can intelligently automate and orchestrate work to solve those issues faster. We have a tried and tested formula for doing this which will:

• Streamline operations to resolve customer issues quickly. Improve employee productivity and handle requests more quickly and consistently. Communicate status updates to everyone involved and resolve issues before customers are aware that they exist, by leveraging early detection on trending problems.
• Engage customers with easier and smarter service. Empower customers and give them the ability to self-serve or seek customer service agent support on any channel they like. Boost agent performance by offering a modern, highly configurable UI (User Interface) and single space to manage and view all activity.
• Extend seamless services experiences in the field. Increase work planning and scheduling efficiency across internal and third-party teams with automation, optimisation and capacity planning to make sure they have the details and parts required to finish jobs on the first visit.

Through a single system of action, employees across the front, middle and back office can work seamlessly together to deliver great experiences for individuals and improve experiences overall, resulting in increased loyalty among customers, more productive and happier employees and improved business outcomes.

How we achieve this

Intelligent orchestration and automation of work solves issues faster. This is done by breaking cases into discrete tasks. These can be automated in parallel across teams and departments and save hours in manual work in giving everyone full status visibility. 

A core feature of the ServiceNow platform is the Service Catalogue, which empowers customers to self-serve on a wide range of requests and automatically route customers directly to the right people. This can be done whilst giving customers full visibility of their case status.

Additionally, proactive service becomes a reality. Through the mapping of installed products and services, we can provide a single reliable and flexible source for all assets and credentials. If a service degradation occurs, you will know exactly which customers are impacted, enabling you to proactively update them. This can dramatically reduce inbound calls, keeping agents focussed on higher value calls and thereby more motivational work. 

Your organisation’s data does not need to reside in ServiceNow – we just need to access it. Work can be done in parallel and in any order and can be dynamically changed and assigned as it is completed without additional coding.

Process optimisation helps leaders identify where things get held up in a process at a granular level. Visual dashboards allow you to understand which tasks are being affected at what stage and under which circumstances, so your teams can take immediate action to eliminate inefficiencies in the process. This gives the power to improve work as you evolve and drives effective and more productive teams. Ultimately, this leads to customer satisfaction and loyalty. 

The net result is that processes can be re-designed at speed, whilst reducing operational costs.

A path to continuous customer service improvement 

With your ServiceNow Customer Service Management foundations in place, your business will benefit from a suite of capability that enables a deeper level of customer engagement as you continue the path to digital transformation.

A key example is the ServiceNow Virtual Agent, an AI (Artificial Intelligence) powered chatbot solution. This provides your employees and customers with a friendly messaging interface with pre-built conversations powered by artificial intelligence.

Virtual Agent can be tailored to your brand and helps solve recurring issues. It provides results for common requests such as password reset, request for leave or information about a recent order. 

Supporting your organisation across the enterprise, Virtual Agent can be used by IT service management, customer service management and HR service delivery. 

Examples of commonly supported tasks are:

• Answering FAQs.
•  Providing tutorial “how to” information.
•  Querying or updating records, for example to get status on incidents.
•  Gathering data, such as attachments, for the live agent.
•  Performing diagnostics.
•  Resolving multi-step problems.

Integration and interoperability are key enablers for successful implementation and the ServiceNow Virtual Agent can work across communication channels including your website, as well as integrating with messaging applications such as Slack and Microsoft Teams.

Of course, not every call can or should be fully automated. Intelligent routing ensures that your customers are directed to the right place for first contact resolution. 

Our approach

• We focus on leveraging the out-of-the-box capabilities of the customer service management application.
  
• We provide an end-to-end transformation service including programme delivery, business change and ServiceNow teams.
  
• Focus on both the customer and agent experience to ensure a successful outcome-driven programme.
  
• Package based on a foundational setup of customer service management with optional add-on capabilities.