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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
© 2017 ServiceNow All Rights Reserved
© 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
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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
25© 2017 ServiceNow All Rights Reserved Confidential
26© 2017 ServiceNow All Rights Reserved Confidential
DEMO
CUSTOMER SERVICE DEPARTMENT OF THE YEAR
EPICOR
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27© 2017 ServiceNow All Rights Reserved Confidential
© 2017 ServiceNow All Rights Reserved
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