Customer Workflows
We are redesigning customer interactions by breaking down silos and intelligently automating processes. From self-service portals and virtual agents to integrated case and field service management. This enables companies to reduce their service costs, increase efficiency and improve the customer experience in the long term.
Official Partner of
Challenges
Companies typically use different software solutions for different use cases in customer-related processes. What may seem efficient in individual cases leads to data silos and a lack of transparency in customer service. For example, service teams have to manually merge information from CRM, ERP and other systems before they can resolve a customer issue. At the same time, the demands for quality, speed and a seamless customer experience are constantly increasing.
Our approach
The solution involves breaking down established structures and consolidating customer-related processes on a single platform. ServiceNow acts as a connecting layer across your existing applications, transforming fragmented data into a unified foundation for excellent customer service.
Customer workflows connect front, middle and back office to create consistent end-to-end processes. They bundle information from CRM, ERP and other systems so that sales and service teams can provide optimal customer support.
Customer workflows come into play precisely where traditional customer service structures reach their limits: with isolated data sources, complex processes and rising expectations. Instead of replacing existing systems, ServiceNow connects them on a unified platform. This gives sales and service teams complete context for every customer issue – regardless of whether the data comes from CRM, ERP or other specialist applications.
Requests are centrally recorded, automatically prioritised and intelligently routed. Self-service portals and virtual agents relieve the burden on support teams, while omnichannel support ensures consistent experiences across all contact points. Field service management and proactive services resolve issues faster, often before the customer even notices them.
The result: less manual work, shorter processing times, lower service costs and a customer experience that makes all the difference.
Customer Service Management (CSM)
Customer service management eliminates data silos and connects customer service with employees in other departments to improve customer satisfaction.
Virtual Agent
Virtual agents allow summarised responses to be formulated from various sources. They can also be used to trigger automated workflows.
Self-Service Portal
The portal is part of the CSM module: customers can resolve common issues themselves without the need for agent intervention.
Case management
Case management is a central component of the CSM module: cases are recorded, tracked and processed across departmental boundaries.
Knowledge base
Collection and sharing of knowledge so that both customers and agents can find solutions quickly.
Omnichannel support
Communication across multiple channels (web, chat, email, social media, etc.) with a consistent customer experience.
Automated Routing & SLA Monitoring
Cases/requests are automatically assigned to the right employees or teams, with monitoring of service levels and deadlines.
Analytics & Reporting
Real-time transparency via key figures, trend analyses and reports that help to measure and continuously improve service quality.
Based on our experience, we use our customer workflow approach to transform fragmented processes and isolated data silos into efficient processes. By developing end-to-end journeys, we can reduce costs and increase satisfaction.
Creating added value together
“servistio cultivates strong and long-lasting customer relationships based on respect, quality and mutual trust. This is extremely important because we need to become part of your company in order to understand your business model and maximise value.
To ensure that our implementations deliver decisive added value for you, we combine our in-depth knowledge of ServiceNow with the latest technology in related areas and a profound understanding of a wide range of business processes.”
We are happy to provide advice
