Customer &
Field Service
Deliver seamless service from contact center to field with AI‑powered automation. Empower customers with self‑service, boost agent and technician productivity, and optimize scheduling and dispatch to reduce costs and accelerate resolution, all while improving the end‑to‑end service experience.
ServiceNow customer service management transforms work
ServiceNow's Customer Service Management (CSM) suite is designed to elevate customer service by integrating AI-powered self-service, automation, and real-time information to streamline processes and enhance customer satisfaction. The suite helps organizations resolve issues quickly, reduce operating costs, and boost agent productivity by providing a unified platform that connects customer service with other departments. This holistic approach not only improves customer experiences but also fosters loyalty and drives business growth. By leveraging AI and automation, businesses can empower their agents and field technicians to proactively serve customers, reducing effort and improving overall service quality. The CSM suite runs on the Now Platform, a single system of action for the enterprise, which allows for seamless integration and scalability as business needs evolve.
This application streamlines the resolution of customer issues by automating workflows and providing agents with real-time information. For example, an international beverage manufacturer used this application to unlock greater transparency and streamline services, resulting in improved efficiency and customer satisfaction.
Empowers customers and agents with access to a centralized knowledge base, reducing the need for direct support and improving resolution times. A leading roadside assistance company leveraged this to deliver user-friendly support, which significantly enhanced their customer service capabilities.
Uses AI to provide instant, automated responses to common customer inquiries, freeing up agents to handle more complex issues. A British Telecom company achieved significant savings by implementing AI-led operations, which streamlined their customer service processes and reduced operational costs.
Field Service Management
ServiceNow's Field Service Management (FSM) suite is designed to streamline and optimize field service operations. It integrates people, processes, and technology to deliver a seamless field service experience. The suite helps reduce costs, improve efficiency, and enhance customer satisfaction by automating scheduling, dispatching, and work order management. With AI-driven insights and real-time visibility, organizations can proactively manage field service tasks, ensuring timely and effective service delivery. By leveraging these capabilities, companies can minimize downtime, improve first-time fix rates, and provide a superior customer experience.
Procurement Service Management
This application automates the creation, assignment, and tracking of work orders, ensuring that tasks are completed efficiently. For example, a workplace document service improved its service delivery by gaining real-time insights into field operations, allowing for quicker response times. Additionally, it helps in reducing administrative overhead by streamlining the entire work order lifecycle from initiation to completion.
Scheduling and Dispatch
This tool uses AI to optimize technician schedules and dispatch tasks based on skills, location, and availability. A British telecom company leveraged this application to save £25 million by enhancing operational efficiency. The AI-driven scheduling ensures that the right technician is assigned to the right job at the right time, reducing travel time and increasing productivity.
Mobile Field Service
Technicians can access work orders, update job statuses, and manage inventory on the go using mobile devices. This capability helped a major airline streamline its field operations, leading to better service delivery. The mobile application also allows technicians to capture customer signatures, take photos, and update job details in real-time, improving accuracy and accountability.
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