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Lacking visibility of on-site tasks
Due to geographical constraints, it is hard to gain ample visibility on location-based tasks.
Unsystematic financial planning
Allocating, monitoring and reporting on the various expenses incurred is a challenge.
Managing customers communication challenges
Managing the customer communication and resolution for issues that impact an extensive audience is a challenge.
Unavailability/lack of adequate skill-set of on-site field service technicians and inefficient manpower management due to geographical constraints are some of the major causes of poor overall field service effectiveness. ServiceNow's Field Service Management suite can be seamlessly integrated with ServiceNow Customer Service Management and offers a variety of features that focuses on addressing the geo-distribution issue. It allows the customers to gain control by enabling dynamic self-scheduling of appointments and also monitoring the work order status through a customized customer service portal. Managers can auto-assign work to the technicians based on their availability, proximity, skill-set etc. They can also gain real-time insights into resource utilization, and consequently, the opportunities for improvement through easily customizable dashboards and reports.
The potential consequences of any management decision directly impact the organization's finance, and the customer service is no exception. The various complexities that arise in allotting, tracking and reporting the expenses pertaining to customer service can be dealt with through ServiceNow Financial Planning upon integration with ServiceNow Customer Service Management. Financial Management application assigns different 'allocations', that are then associated with specific segments thereby forming a unique cost model. It displays the various data usage on customer services such as the incidents handled, servers used, hours spent working etc. in terms of cost. Upon mapping such insights with the organization's financial goals, the extent of alignment with business goals can be comprehended. By offering the platform to centralize the budget planning process, it improves visibility and grows credibility of data engaged in customer services.
Major Issue Management - A plug-in of ServiceNow CSM surpasses the functions and capabilities of the conventional customer service solutions. Equipped with the ability to proactively identify the impacted customers, this feature can be utilized to notify and provide the relevant information to such users and to manage the resolution process itself. When multiple customers are involved, the tool comes in handy as it can facilitate effective customer communication thereby bridging the gaps involved in the process. Major Issue Management allows you to pinpoint the affected customers who haven't yet reported an issue. Therefore, it enables you to deliver proactive service and create cases for those customers thereby potentially preventing their need to even contact the customer service in the first place.
Aspire Systems, as a Premier Partner for ServiceNow, helps global enterprises fast track to a complete and customized ServiceNow implementation. Our capabilities include ServiceNow consultation, implementation and enhancement services with expertise in ServiceNow ITSM, ITOM, SecOps, PPM etc. Our Converged Infrastructure Support unit has been offering a comprehensive array of IT services for enterprises across 25 countries, including Fortune 500 companies, for more than a decade.