{"id":496388,"date":"2021-04-26T09:10:49","date_gmt":"2021-04-26T07:10:49","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/transforming-customer-service-management-with-servicenow\/"},"modified":"2025-02-11T11:52:19","modified_gmt":"2025-02-11T10:52:19","slug":"transforming-customer-service-management-with-servicenow","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/nl\/succesverhalen\/transforming-customer-service-management-with-servicenow\/","title":{"rendered":"Transforming customer service management with ServiceNow"},"content":{"rendered":"\n\t<div class=\"align wp-block-acf-snapshot\">\n\n\t\n\t<h3 class=\"wp-block-heading\">The snapshot<\/h3><div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8d39b2df wp-block-columns-is-layout-flex\"><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"number\"><span>1<\/span><\/div><p>A single platform solution automating operational processes and streamlining the service delivery for half a million customers<\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"number\"><span>2<\/span><\/div><p>459 empowered service desk agents and 580 consultants, resulting in increased productivity and efficiency, enabling to provide better customer service<\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"number\"><span>3<\/span><\/div><p>A faster time to market for client&#8217;s new services and products<\/p><\/div><\/div><\/div>\n\t\n\t<\/div>\n\n\n\n\n<h2 class=\"wp-block-heading\">The challenge<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Our client is a global leading provider of comprehensive IT services, helping to optimize business processes for half a million customers around the world. The company further offers its customers solutions and managed services in the field of IT infrastructure and IT security as well as cloud environments.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In order to achieve streamlined service delivery, speed-up time to market and top-notch customer service, the client decided to replace the complex and highly customised tool in use with a new solution.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Devoteam saw the potential of the ServiceNow platform that would not only provide a modernized IT solution consolidating operations, but also bring a highly flexible tool that would meet business requirements and improve the customer experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The solution<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">ServiceNow Customer Service Management was implemented to manage interactions with customers, bringing modern, agile and user-friendly experience, while ServiceNow IT Service Management fastened time to market.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A large number of operations will be also streamlined by ServiceNow IT Business Management solution, allowing the improvement of the flow of information without the need for human touchpoints.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Devoteam, in the role of a consultancy and deployment partner provided the ServiceNow expertise as well as designed, implemented and further developed delivered solutions. This was enabled through close communication and cooperation on workshops and on-demand customer training while ensuring ongoing agility.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To follow the agile approach of the implementation the client chose its French branch to pilot the solution and lead the way for other regions. Thanks to out-of-the-box features and functionalities regularly coming from new ServiceNow releases the team have built a platform meeting its requirements with no need of heavy customisation.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Many time-consuming manual tasks have been automated by a single platform consolidating operational processes and helping streamline the service delivery for half a million customers. The platform is faster, more efficient and its user-friendly interface allows the support team to focus on responding to customers swiftly and improve their experience.<\/p>\n\n\n\n\t<div class=\"align wp-block-acf-icons-half-circle\">\n\n\t\n\t<h3 class=\"wp-block-heading\">The better change<\/h3><div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8d39b2df wp-block-columns-is-layout-flex\"><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"picto\"><i class=\"fal fa-handshake-alt fa-3x\" aria-hidden=\"true\"><\/i><\/div><p>Enhancement of service delivery and customer support <\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"picto\"><i class=\"fal fa-medal fa-3x\" aria-hidden=\"true\"><\/i><\/div><p>Centralization, automation and optimization of operation processes <\/p><\/div><\/div><div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"snapshot\"><div class=\"picto\"><i class=\"fal fa-lightbulb-on fa-3x\" aria-hidden=\"true\"><\/i><\/div><p>Adoption of agile mindset driven by new out-of-the-box features and functionalities <\/p><\/div><\/div><\/div>\n\t\n\t<\/div>\n\n\n\n\n\t<div class=\"align wp-block-acf-quote\">\n\n\t\n\t<figure class=\"text-center\"><blockquote class=\"blockquote\"><svg width=\"49\" height=\"38\" viewBox=\"0 0 49 38\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M42.875 0C44.4995 0 46.0574 0.652728 47.206 1.81459C48.3547 2.97645 49 4.55228 49 6.1954V15.4885C49 17.1316 48.3547 18.7075 47.206 19.8693C46.0574 21.0312 44.4995 21.6839 42.875 21.6839H33.6875C33.6875 24.1486 34.6555 26.5123 36.3785 28.2551C38.1014 29.9979 40.4383 30.977 42.875 30.977H45.9375C46.7497 30.977 47.5287 31.3034 48.103 31.8843C48.6773 32.4652 49 33.2532 49 34.0747C49 34.8963 48.6773 35.6842 48.103 36.2651C47.5287 36.8461 46.7497 37.1724 45.9375 37.1724H42.875C38.8139 37.1724 34.9191 35.5406 32.0474 32.6359C29.1758 29.7313 27.5625 25.7917 27.5625 21.6839V6.1954C27.5625 4.55228 28.2078 2.97645 29.3565 1.81459C30.5051 0.652728 32.063 0 33.6875 0H42.875ZM15.3125 0C16.937 0 18.4949 0.652728 19.6435 1.81459C20.7922 2.97645 21.4375 4.55228 21.4375 6.1954V15.4885C21.4375 17.1316 20.7922 18.7075 19.6435 19.8693C18.4949 21.0312 16.937 21.6839 15.3125 21.6839H6.125C6.125 24.1486 7.09296 26.5123 8.81596 28.2551C10.5389 29.9979 12.8758 30.977 15.3125 30.977H18.375C19.1872 30.977 19.9662 31.3034 20.5405 31.8843C21.1148 32.4652 21.4375 33.2532 21.4375 34.0747C21.4375 34.8963 21.1148 35.6842 20.5405 36.2651C19.9662 36.8461 19.1872 37.1724 18.375 37.1724H15.3125C11.2514 37.1724 7.35658 35.5406 4.48493 32.6359C1.61328 29.7313 0 25.7917 0 21.6839V6.1954C0 4.55228 0.645313 2.97645 1.79397 1.81459C2.94263 0.652728 4.50055 0 6.125 0H15.3125Z\" fill=\"#3C3C3A\"\/>\n<\/svg><p>With new releases coming out all the time, ServiceNow gives us new features and greater functionality that we can adopt seamlessly.<\/p><\/blockquote><figcaption class=\"blockquote-footer\">\n<div class=\"wp-block-group is-nowrap is-layout-flex wp-container-core-group-is-layout-8d39b2df wp-block-group-is-layout-flex\">\n<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-6fa7971b wp-block-group-is-layout-flex\">\n\t<p class=\"has-medium-font-size wp-block-paragraph\" style=\"font-style:normal;font-weight:500\">&#8211; ITSM Project Manager for Southern Europe<\/p>\n\t<\/div>\n<\/div>\n<\/figcaption><\/figure>\n\t\n\t<\/div>\n\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The challenge Our client is a global leading provider of comprehensive IT services, helping to optimize business processes for half a million customers around the world. The company further offers its customers solutions and managed services in the field of IT infrastructure and IT security as well as cloud environments.&nbsp; In order to achieve streamlined [&hellip;]<\/p>\n","protected":false},"featured_media":385109,"template":"","categories":[1617,1624],"tags":[765,779,772],"industry":[],"class_list":["post-496388","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-business-platforms","category-servicenow","tag-business-platforms","tag-innovative-tech","tag-servicenow"],"acf":[],"cards":"\n\t<div class=\"single-post-card\">\n\n\t\t<figure class=\"wp-block-post-featured-image\"><a href=\"https:\/\/devoteam.info\/nl\/succesverhalen\/transforming-customer-service-management-with-servicenow\/\" target=\"_self\" ><img width=\"2500\" height=\"1875\" src=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1.jpg\" class=\"attachment-post-thumbnail size-post-thumbnail wp-post-image\" alt=\"Transforming customer service management with ServiceNow\" style=\"aspect-ratio:4\/3;width:100%;object-fit:cover;\" decoding=\"async\" loading=\"lazy\" srcset=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1.jpg 2500w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1-300x225.jpg 300w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1-1024x768.jpg 1024w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1-768x576.jpg 768w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1-1536x1152.jpg 1536w, https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1-2048x1536.jpg 2048w\" sizes=\"auto, (max-width: 2500px) 100vw, 2500px\" \/><\/a><\/figure>\n\n\t\t\n\t\t<div class=\"wp-block-group is-vertical is-layout-flex wp-container-core-group-is-layout-43282307 wp-block-group-is-layout-flex\">\n\t<p style=\"font-style:normal;font-weight:700\" class=\"has-link-color wp-elements-1 wp-block-lp-post-type has-text-color has-primary-color has-small-font-size\">Success story<\/p>\n\n\t\t\n\t\t<h3 style=\"font-style:normal;font-weight:400\" class=\"wp-block-post-title has-base-font-size\"><a href=\"https:\/\/devoteam.info\/nl\/succesverhalen\/transforming-customer-service-management-with-servicenow\/\" target=\"_self\" >Transforming customer service management with ServiceNow<\/a><\/h3><\/div>\n\t\t\n\t<\/div>\n\n","yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Transforming customer service management with ServiceNow | Devoteam<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/devoteam.info\/nl\/succesverhalen\/transforming-customer-service-management-with-servicenow\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Transforming customer service management with ServiceNow\" \/>\n<meta property=\"og:description\" content=\"The challenge Our client is a global leading provider of comprehensive IT services, helping to optimize business processes for half a million customers around the world. The company further offers its customers solutions and managed services in the field of IT infrastructure and IT security as well as cloud environments.&nbsp; In order to achieve streamlined [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/devoteam.info\/nl\/succesverhalen\/transforming-customer-service-management-with-servicenow\/\" \/>\n<meta property=\"og:site_name\" content=\"Devoteam\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-11T10:52:19+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/devoteam.info\/wp-content\/uploads\/2024\/12\/production-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2500\" \/>\n\t<meta property=\"og:image:height\" content=\"1875\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Geschatte leestijd\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/\",\"url\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/\",\"name\":\"Transforming customer service management with ServiceNow | Devoteam\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/devoteam.info\\\/wp-content\\\/uploads\\\/2024\\\/12\\\/production-1.jpg\",\"datePublished\":\"2021-04-26T07:10:49+00:00\",\"dateModified\":\"2025-02-11T10:52:19+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/#breadcrumb\"},\"inLanguage\":\"nl-NL\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"nl-NL\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/#primaryimage\",\"url\":\"https:\\\/\\\/devoteam.info\\\/wp-content\\\/uploads\\\/2024\\\/12\\\/production-1.jpg\",\"contentUrl\":\"https:\\\/\\\/devoteam.info\\\/wp-content\\\/uploads\\\/2024\\\/12\\\/production-1.jpg\",\"width\":2500,\"height\":1875},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/transforming-customer-service-management-with-servicenow\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Succesverhalen\",\"item\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/succesverhalen\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Transforming customer service management with ServiceNow\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/#website\",\"url\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/\",\"name\":\"Devoteam\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/devoteam.info\\\/nl\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"nl-NL\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Transforming customer service management with ServiceNow | Devoteam","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/devoteam.info\/nl\/succesverhalen\/transforming-customer-service-management-with-servicenow\/","og_locale":"nl_NL","og_type":"article","og_title":"Transforming customer service management with ServiceNow","og_description":"The challenge Our client is a global leading provider of comprehensive IT services, helping to optimize business processes for half a million customers around the world. 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