Improve service operations to improve customer satisfaction
When customers have an issue with their products or services, they want it fixed fast. This is easier said than done, as 25% of field service calls require at least one follow-up visit to complete, leaving customers (and technicians) frustrated and dissatisfied.
An inability to fix issues fast can often be attributed to a lack of visibility between customer service and field service and slow, inflexible processes. Data silos and disconnected systems can make it difficult to get a complete picture of what’s happening or access relevant customer histories that could help field service technicians and even customers, themselves, quickly resolve issues. Manual processes add further complications, making vital communications and collaborations spotty and incomplete.
What you need is a common platform that can connect your people, information, and systems to provide more effective self-service and field service operations. This is how ServiceNow® Customer Service Management and ServiceNow Field Service Management can help.