ServiceNow has been a mainstay vendor for internal IT service management (ITSM) for over a decade. It is now making a concerted effort to expand into adjacent functional areas, with a heavy emphasis on providing external customer service management.
Founded in 2003, ServiceNow is an extremely popular vendor in the ITSM space. Its products allow IT departments to support operations such as help desk and facilities queues. At the core of ServiceNow’s solutions are robust case management and resolution workflow capabilities.
The design and execution of internal service resolution workflows is, coincidentally, not dissimilar from providing external customer service. The core tenets around ticketing, routing, escalation, and knowledge management are nearly identical. The primary difference concerns intake channel: internal employees typically submit requests over phone, email, or intranet, while external customers are likely to demand additional channels such as social, text, or customer portal.
Recognizing these similarities, many ITSM providers are now positioning dedicated customer service management (CSM) solutions in the broader customer experience management market space. The opposite also holds true, with CSM vendors such as Zendesk looking to move into IT and HR help-desk management.
ServiceNow is a well-established vendor in the ITSM space. See SoftwareReviews.com.
In the last two years, Info-Tech has seen an upswing in the number of our members that are considering ServiceNow as a dual-purpose solution for both internal service delivery and external customer care. The benefits involve rationalization to a single vendor for both use cases, ease of solution upkeep, and possible licensing concessions. The primary headwind that ServiceNow faces in becoming a market leader in external customer service is the sheer number of entrenched players already in the space. Salesforce, Microsoft, Cisco, Moxie, eGain, and many others are already well known for their strong customer service capabilities. The competitive landscape is daunting.
Nevertheless, Info-Tech recommends that organizations looking to modernize their customer care applications should have ServiceNow in their shortlist – particularly if they are already invested in ServiceNow for internal ITSM or digital workflow management.
On May 24-25, Informatica held its annual conference in Las Vegas – the first time “in-person” since the beginning of the COVID-19 pandemic.
Custom application development is a strategic differentiator in the digital economy. Organizations need to make good decisions on how to insource or outsource that development or they risk bad software … and worse results.
This note highlights the top three trends to watch for in the 2022 UCaaS marketspace: AR/VR digital workspaces will see sustained investment; UCaaS and customer experience management technologies will continue to blend; and speech functionality will become more sophisticated through AI-driven technology.
Enterprise Connect is North America’s premier conference for advances in communications, collaboration, and customer experience technologies. In this note, Thomas Randall provides his trends and keynote highlights for Enterprise Connect 2021, held September 27 to 29.
On October 6, 2021, Front briefed Info-Tech on their latest product functionality and roadmap, alongside their growth in the EMEA region. Front – a unified customer experience platform provider – offers a centralized communications hub that enables the fluid interchange of information for both internal and external communications.
On October 8, 2021, BlueJeans by Verizon announced their “Next-Generation BlueJeans” suite and partnership with Google Glass. The Next-Generation suite ties BlueJeans Meetings to two new products: BlueJeans Spaces and BlueJeans Collab Board.
Vijay Sundaram, Chief Strategy Officer at Zoho, describes a major release of new apps and services focused on enabling hybrid work.
Automation is not a silver bullet solution to your workforce productivity challenges. Optimization and automation (optimation) must be used together to remove root cause inefficiencies and best use the features and capabilities of your automation solutions.
At its fifth annual Zoomtopia conference, Zoom announced a wide range of innovations and upcoming products, including feature improvements for Zoom’s core videoconferencing platform; expansions for Zoom Phone and Zoom Events; and the introduction of Zoom’s Video Engagement Center.