customer service management · this presentation contains “forward‐looking” statements that...

© 2017 ServiceNow All Rights Reserved

MIKE KNAGGSSOLUTION BUSINESS MANAGER, CSM

ServiceNow

Resolve Customer Issues at Lightspeed– Increase Customer Loyalty and Reduce Costs

TOM KOPYCIOKSOLUTIONS CONSULTING LEAD, CSM

ServiceNow

2© 2017 ServiceNow All Rights Reserved

This presentation contains “forward‐looking” statements that are based on our management’s beliefs and assumptions and on information currently available to

management. We intend for such forward‐looking statements to be covered by the safe harbor provisions for forward‐looking statements contained in the U.S. Private

Securities Litigation Reform Act of 1995. Forward‐looking statements include information concerning our possible or assumed strategy, future operations, financing plans,

operating model, financial position, future revenues, projected costs, competitive position, industry environment, potential growth opportunities, potential market

opportunities, plans and objectives of management and the effects of competition.

Forward‐looking statements include all statements that are not historical facts and can be identified by terms such as “anticipates,” “believes,” “could,” “seeks,”

“estimates,” “expects,” “intends,” “may,” “plans,” “potential,” “predicts,” “projects,” “should,” “will,” “would” or similar expressions and the negatives of those terms,

although not all forward‐looking statements contain these identifying words. Forward‐looking statements involve known and unknown risks, uncertainties and other factors

that may cause our actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by

the forward‐looking statements. We cannot guarantee that we actually will achieve the plans, intentions, or expectations disclosed in our forward‐looking statements and

you should not place undue reliance on our forward‐looking statements.

Forward-looking statements represent our management’s beliefs and assumptions only as of the date of this presentation. We undertake no obligation, and do not intend

to update these forward‐looking statements, to review or confirm analysts’ expectations, or to provide interim reports or updates on the progress of the current financial

quarter. Further information on these and other factors that could affect our financial results are included our filings we make with the Securities and Exchange

Commission.

This presentation includes certain non‐GAAP financial measures as defined by SEC rules. We have provided a reconciliation of those measures to the most directly

comparable GAAP measures in the Appendix.

The information in this presentation on new products, features, or functionalities is intended to outline ServiceNow’s general product direction and should not be included in

making a purchasing decision. The information on new products, features, functionalities is for informational purposes only and may not be incorporated into any contract.

The information on new products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. The development, release, and timing of

any features or functionality described for our products remains at ServiceNow’s sole discretion.

Safe Harbor

Trends I’ve Seen Affecting Customer Service

Engagement To Action

Every Company Is A Technology Company

Customer Service Is Key To Business Success

“A 5% increase in customer retention can increase profits by up to 95%.”Bain and Company

C U S T O M E RE X P E R I E N C E

C U S T O M E RL O Y A LT Y

R E V E N U EG R O W T H

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© 2017 ServiceNow All Rights Reserved

But There Is a Disconnect

Forrester

YET80%of companies say

they deliver superior customer service

8%of people think these

same companies deliver customer service worthy

of a superior rating

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R E A C T I V EL O G C U S T O M E R I S S U E S

Existing Solutions Are Not Sufficient

P R O A C T I V EF I X C U S T O M E R I S S U E S

CRM Service Management

The ServiceNow System Of Action™

Customer Agent

Collaborate& Resolve

Monitor & Prevent

Prioritize & Assign

Measure &

Optimize

Define

Services

SelfServe

Track Status

RequestService

Build

Experiences

ServiceNow Customer Service Management

E F F O R T L E S S

A u t o m a t e a n d p e r s o n a l i z e s e l f - s e r v i c e

C O N N E C T E D

A s s i g n a n d r e s o l v e i s s u e s

P R O A C T I V E

M o n i t o r a n d p r e v e n t i s s u e s

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© 2017 ServiceNow All Rights Reserved

© 2017 ServiceNow All Rights Reserved

© 2017 ServiceNow All Rights Reserved

© 2017 ServiceNow All Rights Reserved

VIDEO

Nonstop Cloud

IT SECURITY HR BUSINESS APPSCUSTOMER SERVICE

ServiceNow Customer Service Management

SingleDatabase

ContextualCollaboration

ServiceCatalog

ServicePortal

Subscription & Notification

KnowledgeBase

OrchestrationDeveloperTools

Reports & Dashboards

Workflow

Intelligent Automation Engine

Predictive Modeling

Anomaly Detection

PeerBenchmarks

PerformanceForecasting

Service Management DifferentiationCatalog - Request - Problem - Change - Configuration

Knowledge and Communities

Omni Channel Engagement

Customer Data Management

Case Management

Field Service Management

Now, Customer Service Is A Team Sport

ServiceNow Communities N O W A V A I L A B L E

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Personalize a self-service experience

Engage with peers and experts

Act on customer insights

Every Cloud Service Benefits From Intelligent Automation

Route tasks

Prevent outages

Compare performance

IT

Score incident risk

Block threat indicators

Optimize resolution

SECURITY

Route requests

Personalize content

Compare performance

HR

Assign values to fields

Correlate events

Create predictive action

BUSINESS APPS

Route cases

Prioritize worklists

Recommend action

CUSTOMER SERVICE

6

PRODUCT

ANNOUCEMENTS

Place screenshot here

Accelerate Customer Response Times With Case Categorization, Prioritization, and Assignment

Reduce errors and escalations

Increase satisfaction by simplifying customer requests

Automate agent work freeing time to resolve important issues

K I N G S T O N

A V A I L A B L E I NAnnouncing: Agent Intelligence

for Customer Service ManagementCUSTOMER SERVICE

90 21,800SAME SECONDS

Machine

Performance

Time Saved

Per Ticket

Incidents

Predicted

Customer Service Pilot@

ServiceNow Customer Support Is Seeing Amazing Results

Customers

6

Tickets

90,000

Service Desk Agents

850

67%

26,598HOURS

71%

Month

1 Automatically

Assigned

Annual

Savings

Correctly

Assigned

The Results Are Scaling Across ServiceNow Customers

Effortless

Connected

Proactive

Hear From Telstra About Customer Service Management1:45pm – 2:15pm - Location

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26© 2017 ServiceNow All Rights Reserved Confidential

DEMO

CUSTOMER SERVICE DEPARTMENT OF THE YEAR

EPICOR

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Customer logos are the trademarks or registered trademarks of their respective holders and not ServiceNow

Customer Service

Management helps service

become part of the growth

function for GE.

– Ashley Haynes-Gaspar, General Manager of Global

Support

CUSTOMER SERVICE MANAGEMENT

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VIDEO