How ServiceNow Software Help Your IT Department Deliver Exceptional Service
The goal of every IT department should be to help the business get more done, not bog it down with technology issues. ServiceNow helps IT departments deliver exceptional service by empowering them to automate routine tasks and proactively predict, prevent, and resolve issues before they arise. Here are 4 ways ServiceNow can help your IT department deliver exceptional service, in order of importance.
1) Automate the mundane so you can focus on growing your business
The best time to automate mundane tasks is during a time of low activity in your business. For example, if you have a slow period coming up, it’s a good time to start automating some of your business processes—so when you are busy, you can spend more time focusing on growing your business. Automation helps take care of monotonous tasks and frees up your team for more important activities like selling and creating new opportunities for clients. By automating many aspects of everyday work, you will be able to run your company with less effort from fewer people—helping eliminate inefficiencies that have been costing you money while making employees happier and more efficient.
2) Respond faster to support requests
It might sound counterintuitive, but monitoring your incidents and active requests can improve customer satisfaction. That’s because it helps you deliver more proactive support, not just reactive support. When a customer submits an incident or request, they aren’t looking for immediate resolution; they just want to know that someone is working on their issue. When you close an incident without notification or feedback, customers feel like nothing happened and as if they have been forgotten—but when you follow up in a few hours or days with a status update and explanation of what’s happening next, it reinforces their faith in your service delivery capability and improves their overall experience of working with your team.
3) Create new levels of customer engagement
Use ServiceNow to design, manage and execute highly customized self-service solutions for your customers that deliver exceptional service. In fact, 65% of customers prefer self-service solutions to make requests or view the status of those requests. That's because customization not only delivers a better experience; it also enables you to keep pace with your customer’s changing expectations. With extensive built-in capabilities and robust extensibility options that enable you to innovate, you can ensure your organization will keep up with demand while delivering exceptional service and improving overall customer satisfaction.
4) Build your brand through best practices and certifications
It’s no secret that information technology is becoming increasingly vital to businesses of all sizes. That means that Information Technology Departments are constantly under pressure to ensure everything is up and running smoothly—regardless of their size. And while there are a number of ways businesses can add value to customers, taking advantage of best practices and certifications can help provide a level of assurance you’re providing your customers with exceptional service.
Conclusion
Most companies still have significant room for improvement when it comes to customer service. While a few of these things can be directly attributed to the business itself, some of them can be credited to failings on behalf of IT. To fix those problems and provide your customers with a stellar experience, use ServiceNow. With enterprise-level tools at a small business price point and an intuitive UI/UX design, ServiceNow remains a great option if you're trying to do more with less resources.
