SilverStorm News

26/05/2017 – Madrid.

After Knowledge17 where we met with the rest of the ServiceNow partners, SilverStorm, currently is the only ´Gold Services Partner' with CSM certification worldwide.

The Challenge

Your customer service team faces growing volumes of service requests while feeling the pressure to reduce costs. Meanwhile, customers are frustrated because customer service is unable to efficiently diagnose and resolve issues. Cross-company investigation and collaborative problem solving doesn’t exist. As a result, customer service is always in a reactive mode. But it doesn’t have to be this way.

SilverStorm and the ServiceNow Solution

ServiceNow® Customer Service Management (CSM) goes beyond traditional customer service solutions to serve your customers—consumer or business customers—faster and more effectively than before. It offers effortless service to customers through automation, connects customer service to other parts of the organization, and makes the delivery of proactive service possible. CSM delivers an effortless customer service experience in several ways. Omni-channel engagement allows customers to make contact using their preferred method. Intelligent case assignment ensures their issue is routed to the appropriately skilled agents. The customer service portal automates recurring requests and provides knowledge articles, all helping to reduce case volume. CSM uses a service management approach to address the underlying issues of customers’ problems, connecting customer service to other parts of the business. By making customer service a “team sport,” this speeds the identification and resolution of the root cause to drive a permanent solution, increasing service and product quality. If the solution involves an onsite fix, CSM also offers integration with ServiceNow® Field Service Management, giving customer service visibility into repairs. With access to the real-time operational health of the customer install base, customer service agents receive alerts of potential issues before the customer is even aware. In other words, the agents can take steps to resolve issues prior to the customer contacting the service center. Targeted communications via email and newsletters deliver critical information to customers before they call. Analytics provides insight into current service issue trends and resolutions to common issues are automated.

nice csmSilverStorm, pioneers on CSM implementation.

SilverStorm are pioneers in CSM implementation in a customer, being the first in the world that carried out this kind of project for the enterprise Nice. The election of ServiceNow by Nice is based on its advantages to improve customer services through a robust tool and the alignment with the standards of the organization, which serves as great support by Nice.

The election was based on two important point that involved and centralized on:

  1. ITSM platform.
  2. At the same time Customer Service Management.

Despite the different platforms that were evaluated to manage resources, ServiceNow used a cloud platform which provides modules that optimize all business areas and is also a multi-language platform.

Nice chose SilverStorm for the following reasons:

  1. Long experience
  2. ServiceNow Expertise
  3. ServiceNow preferred Partner

 

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