making customer service a team sport · forward-looking statements represent our management’s...

© 2017 ServiceNow All Rights Reserved© 2017 ServiceNow All Rights Reserved

Tom KopyciokSolutions Consulting LeadServiceNow Customer Service ManagementBusiness Unit

Making Customer Service a Team Sport

© 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


Speaker Introduction

NAME: Tom Kopyciok

TITLE: Solutions Consulting Lead – Customer Service Management ANZ

FUNCTION: Solution Consultant

COMPANY: ServiceNow

EXPERIENCE: Circa 10 years in customer service applications in both delivery/implementation and presales roles

EXPERTISE: Customer Service, CRM Sales, Marketing Automation, Telephony & CTI, Subscription Billing

CURRENT PROJECTS: Working with organisations in APJ to help deliver and transform customer service to help organisations improve customer experience


ServiceNow Customer Service Management

EFFORTLESSAutomate and personalise self-service

CONNECTEDAssign and resolve issues

PROACTIVEMonitor and prevent issues


How Does It Work? Resolve Customer Issues at Lightspeed

1 3

4

5

2

Reduce Case Volume With Self-Service

Monitor for Issues, Create Cases Automatically

Make It Easy for Customers to Engage

Assign Tasks Across the Enterprise

Fix Issues to Prevent Future Calls


1. Make It Easy for Customers to Engage

• Contact centre management

• Omni-channel engagement: Email, phone, chat, social media, mobile

• Contract and entitlement management

• Intelligent routing to get cases to the right agent or technician


2. Reduce Case Volume With Self-Service

• Personalised portal experience

• Service catalog for recurring requests

• Intelligent automation and visual workflow

• Information on demand with Communities and knowledgebase


3. Monitor for Issues and Create Cases Automatically

• Monitoring health of customers’ products and services with IoT

• Issue identification and notification with event management

• Auto-creation of cases and routing for diagnosis and resolution


4. Assign Tasks Across the Enterprise

• Accountability with task assignment to other departments

• Visibility into status with Visual Task Board

• Integrated Field Service, Project Portfolio Management, and Asset Management


5. Prevent Future Calls

• Resolution of root cause of issues with Problem and Change Management

• Preemptive notifications to customers with Targeted Communications

• Trend prediction with Performance Analytics

• Contract penalty avoidance


Customer Service Management From ServiceNowPowering Customer Service for the Digitally Connected Economy

Omni-ChannelEngagement

Service Management Infrastructure

Incident - Problem - Change - SLA - CMDB - Asset - Workflow - Collaboration - Mobile - Analytics - API

Customer Service Processes

Field ServiceWork Order

Customer Case Account Contact andConsumer

Contract Entitlement ProductPhone

Knowledge

Catalog Survey

Chat

Portal and Communities

Email

SMS

Publications


Customer retention has increased, driving $6.5M

in revenue.– Ian Ashby, SVP Global Support

SERVICENOW CUSTOMER SERVICE MANAGEMENT


65% of our cases are now opened in the customer self-

service portal.– Eyal Lubin, Service Operations Director



Driving up customer-submitted cases is

not only a cost-savings for us but a better

customer experience.– Doug Folsom, CIO




First call resolution has increased and

mean-time-to-resolution has decreased, helping

raise customer satisfaction by 20%.– Andy Luckham, VP, Customer Operations


Hear From Telstra About Customer Service Management1:45pm – 2:15pm – Cockle Bay 2


What’s New?

JAKARTA

17© 2017 ServiceNow All Rights Reserved


ServiceNow Communities

• Personalise a self-service experience

• Engage with peers and experts

• Act on customer insights

Now, Customer Service Is a Team Sport

Place screenshot here

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


CommunitiesExtend Customer Service Portal With a Ready-to-Use Online Community to Serve Customers and Partners While Gaining Insights

View current activity at-a-glance

Provide multiple forums

Integrates with Service Portal profiles


KNOWLEDGE MANAGEMENT

Enhancements for Customer Service ManagementSpeed Resolution With Article Versioning, Subscriptions, and Improved Search Filters

Subscribe to KBsor articles

New filter options


FIELD SERVICE MANAGEMENT

Time and Skills Management UpdatesResolve Issues Faster by Optimising Technicians’ Schedules and Simplifying Info Collection

Team Calendar

Questionnaires

Dynamic Scheduling

See field service team members’ availability

Reassign higher priority jobs

Collect required task information


FM Integration Screenshot

Guided setup

Associate financial accounts to customer accounts, products, more…

View granular cost details

COST MANAGEMENT

Integrate With Cost Transparency ApplicationEasily Identify Service Costs by Product, Product Version, or Product Line


… as well as accuracy rates

Monitor trends in prediction coverage…

Agent Intelligence for Customer Service Management

• Agent Intelligence automates categorisation, prioritisation, and assignment of cases. Using dashboards:

Leverage Machine Learning to Improve Time to Resolution


CUSTOMER SERVICE MANAGEMENT

Escalation ManagementPut Focus on Problematic Cases and Accounts to Reduce Customer Frustration

Keep tabs on escalation trends

Escalate cases or accounts


FIELD SERVICE MANAGEMENT

Appointment BookingSave Customers’ and Agents’ Time With Customer Self-Scheduled Appointments

Available time slots are displayed based on work required


CUSTOMER SERVICE MANAGEMENT AND FIELD SERVICE MANAGEMENT

Flow DesignerSimplify the Automation of Common Tasks to Increase Efficiency

Lowers the barrier for automation perform tasks such as:

• Create a task when a case is not modified within a timeframe

• Escalate a case when nearing SLA threshold

• Add a work note when technician arrives on-site


Enhancements to CommunitiesResolve Issues Faster With Increased Community Engagement

Contributors accumulate points…

…and completing missions earns badges


Enhancements to Knowledge ManagementIncrease Knowledge Usage and Improve Article Quality, Organisation, and Discoverability

Customise article quality index (AQI) criteria and weightings

Verify criteria to auto-score and generate AQI


Out-of-box content brings visibility to job-specific metrics to:

• Executives

• Managers

• Agents

CUSTOMER SERVICE MANAGEMENT

Role-Based DashboardsAddress Service Issues Promptly With Job-Specific Insights

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