{"id":160363,"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-servicenow\/"},"modified":"2025-05-05T10:52:45","modified_gmt":"2025-05-05T08:52:45","slug":"transforming-customer-service-management-servicenow","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/uk\/success-story\/transforming-customer-service-management-servicenow\/","title":{"rendered":"Transforming Customer Service Management with ServiceNow"},"content":{"rendered":"\n
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The snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

A single-platform solution automating operational processes and streamlining the service delivery for half a million customers<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

459 empowered service desk agents and 580 consultants, resulting in increased productivity and efficiency, enabling to provide better customer service<\/a><\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

A faster time to market for client’s new services and products<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n

The challenge<\/h2>\n\n

Our client is a global leading provider of comprehensive IT services, helping to optimise 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.\u00a0<\/p>\n\n

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

Devoteam saw the potential of the ServiceNow platform that would not only provide a modernised IT solution<\/a> consolidating operations, but also bring a highly flexible tool that would meet business requirements and improve the customer experience.<\/p>\n\n

The solution<\/h2>\n\n

ServiceNow Customer Service Management<\/a> 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

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.\u00a0<\/p>\n\n

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.\u00a0<\/p>\n\n

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.\u00a0<\/p>\n\n

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

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\"Quote\"<\/figure>\n\n\n\n

With new releases coming out all the time, ServiceNow gives us new features and greater functionality that we can adopt seamlessly.<\/p>\n\n\n\n

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ITSM Project Manager for Southern Europe<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n

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The better change<\/h2>\n\n\n\n
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Enhancement of service delivery and customer support<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Centralisation, automation and optimisation of operation processes<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Adoption of agile mindset driven by new out-of-the-box features and functionalities<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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<\/span>
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Your Success Starts Here<\/strong><\/h2>\n<\/div>\n\n\n\n
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Partner with Devoteam to leverage award-winning tech expertise, agile execution, and a culture of continuous learning.<\/p>\n<\/div>\n\n\n\n

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Get in touch<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

The snapshot 1 A single-platform solution automating operational processes and streamlining the service delivery for half a million customers 2 459 empowered service desk agents and 580 consultants, resulting in increased productivity and efficiency, enabling to provide better customer service 3 A faster time to market for client’s new services and products The challenge Our […]<\/p>\n","protected":false},"featured_media":160364,"template":"","categories":[5,19],"tags":[],"industry":[1117],"class_list":["post-160363","success-story","type-success-story","status-publish","has-post-thumbnail","hentry","category-business-platforms","category-servicenow","industry-technology-uk"],"acf":[],"cards":"\n\t

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\"Transforming<\/a><\/figure>\n\n\t\t\n\t\t
\n\t

Success story<\/p>\n\n\t\t\n\t\t

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