Transform operations and empower employees to address customer needs quickly and proactively. Solve issues by connecting the entire organization.
Deliver a friction-free customer experience.
Make customer service flow and boost efficiency
ProV has enabled companies to automate processes from the front office to the back. Intelligently route cases to the best employee and gain visibility into the full case lifecycle.
Capabilities that scale with your business
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
Partner with ProV & ServiceNow to Derive More Business Value
Boost agent productivity with automated task creation, triage, and investigation. Spend less receiving and preparing so customers get answers fast.
Benefits
Make life easier for your agents
Give service agents and process owners the power of AI—no data science expertise needed.
Focus on meaningful, high-value work
Automatically extract relevant information to route issues to the right team for the right response.
Boost productivity and customer satisfaction
Work faster and smarter to solve issues for improved customer service and experiences.
Deliver intuitive experiences for your AI journey
Define, train, assess, and deploy models easily with simple setup and guided experiences.
Pre-Built Customer Service Processes
Many companies struggle to service customers—to onboard new accounts, resolve complaints, or process claims. Multi-step processes span disconnected teams and systems.
These silos prevents companies from delivering an end-to-end digital experience, render agents helpless to connect with other teams quickly, limit executive’s ability to pinpoint and address problems with service delivery, and drive up the cost of service. Agents lack visual guidance of the entire process lifecycle and can’t monitor work being done by downstream teams.
Break down silos Enable middle and front office teams to resolve customer issues quickly. Shift to digital faster Define the data, tasks, and automation needed to digitize complex service processes using a visual Process Automation Designer.
Speed playbook creation with packaged Case Playbooks on the ServiceNow Store. Increase agent productivity Guide middle and front office agents through resolution steps and surface contextual recommendations in their Workspace while maintaining visibility into the end-to-end process lifecycle.
Resolve issues more quickly Empower customer service agents to monitor the progress of downstream teams and give visibility to every team involved in the resolution process.
ServiceNow® Agent Workspace
Improve agent efficiency for faster resolution and a better customer experience.
Improve agent efficiency
Resolve multiple issues concurrently in an optimized, intuitive layout.
Accelerate resolution
Settle issues faster with automated machine learning-based recommendations.
Mitigate major incidents early
Get notified of potentially major incidents based on issue frequency and impact.
Get more visibility and details on issues
Keep informed of updates and surface important insights with a live activity feed and analytics.
ServiceNow® Omni-Channel CSM
With omni-channel capabilities in ServiceNow® Customer Service Management, organizations can support customers across multiple channels. From workspaces, agents handle customer interactions from any channel. Customer Central gives them a time-sequenced view of the customer by channel or across channels to provide the context of previous interactions.
The customer and their needs are the focus, not the channels. An omni-channel experience is supported by: Messaging and Asynchronous Chat - Improve customer satisfaction by engaging in ongoing conversations that span cases and topics to provide help at any time.
Meet customers on their preferred platforms—SMS, Facebook Messenger, WhatsApp, LINE, and so on. These conversation integrations are available on the ServiceNow store. Web - Route customer questions and requests for automated resolution to the correct team–contact center, middle office, or back office–with Service Catalog forms in the customer service portal or Engagement Messenger.
Chat - Speed answers to questions and resolution of issues by providing live support with an agent or by using an intelligent Virtual Agent able to infer intent through natural language understanding for automated conversations. Conversation Autopilot enables agents in a live chat to delegate tasks to Virtual Agent.
Block profanity in agent-initiated messages using a pre-trained machine learning model. Email - Reduce manual email processing by creating cases automatically from emails.
Simplify communication between customers and agents with templates that keep a case progressing. Phone - Seamlessly integrate modern voice experience providers with ServiceNow.
Combine AI-driven natural language capabilities with ServiceNow digital workflows to expand self-service and drive more personalized conversations with agents.
Social media - Create and resolve cases by communicating with customers through social media channels and record conversational history in the case. Walk-up experience - Service in-person customers more effectively. Enhance customer experience with faster, more timely responses and increase staff productivity through digital queue management.
ServiceNow® Order Management
ServiceNow® Customer Service Management makes case management a snap with the following: Case - Case forms can be customized as needed to track only necessarily details and activities related to resolving the issue.UI elements like picklists and selectors make data collection easy for the agent and consistent for later analysis. All communications to and from the customer, including the communication channels being used, are also recorded.Use case types to support specific service use cases, and major issue management to handle cases impacting multiple customers. Account modeling and industry support - Customer service often involves tracking complex relationships: between account and consumer (or a household of consumers), contact and consumer, or partner and company. Some industries might track additional details such as branches and subsidiaries, and employees and third-parties eligible for service.Besides tracking how these entities are linked, modeling helps determine other actions and access, such as who can use selfservice to open and track cases. Service Level Agreements (SLAs) - One or more SLAs–internal-only or specified with customers–can be defined to support business requirements.SLAs can be setup to track when tasks reach a certain condition within a certain timeframe to ensure that cases are closed or resolved according to the expectations set for customers. Outsourced customer service - Companies using third-party customer service providers can work in the same system while maintaining data privacy standards and regulations.Easily onboard outsourcer’s managers and agents. Route cases between internal and outsourced teams. Criteria defines the data accessible to outsourced agents. By managing internal and external agents on a single platform, the business has a singular view into all operations.
Many companies struggle to service customers—to onboard new accounts, resolve complaints, or process claims. Multi-step processes span disconnected teams and systems.
These silos prevents companies from delivering an end-to-end digital experience, render agents helpless to connect with other teams quickly, limit executive’s ability to pinpoint and address problems with service delivery, and drive up the cost of service. Agents lack visual guidance of the entire process lifecycle and can’t monitor work being done by downstream teams.
Break down silos Enable middle and front office teams to resolve customer issues quickly. Shift to digital faster Define the data, tasks, and automation needed to digitize complex service processes using a visual Process Automation Designer.
Speed playbook creation with packaged Case Playbooks on the ServiceNow Store. Increase agent productivity Guide middle and front office agents through resolution steps and surface contextual recommendations in their Workspace while maintaining visibility into the end-to-end process lifecycle.
Resolve issues more quickly Empower customer service agents to monitor the progress of downstream teams and give visibility to every team involved in the resolution process.
With omni-channel capabilities in ServiceNow® Customer Service Management, organizations can support customers across multiple channels. From workspaces, agents handle customer interactions from any channel. Customer Central gives them a time-sequenced view of the customer by channel or across channels to provide the context of previous interactions.
The customer and their needs are the focus, not the channels. An omni-channel experience is supported by: Messaging and Asynchronous Chat - Improve customer satisfaction by engaging in ongoing conversations that span cases and topics to provide help at any time.
Meet customers on their preferred platforms—SMS, Facebook Messenger, WhatsApp, LINE, and so on. These conversation integrations are available on the ServiceNow store. Web - Route customer questions and requests for automated resolution to the correct team–contact center, middle office, or back office–with Service Catalog forms in the customer service portal or Engagement Messenger.
Chat - Speed answers to questions and resolution of issues by providing live support with an agent or by using an intelligent Virtual Agent able to infer intent through natural language understanding for automated conversations. Conversation Autopilot enables agents in a live chat to delegate tasks to Virtual Agent.
Block profanity in agent-initiated messages using a pre-trained machine learning model. Email - Reduce manual email processing by creating cases automatically from emails.
Simplify communication between customers and agents with templates that keep a case progressing. Phone - Seamlessly integrate modern voice experience providers with ServiceNow.
Combine AI-driven natural language capabilities with ServiceNow digital workflows to expand self-service and drive more personalized conversations with agents.
Social media - Create and resolve cases by communicating with customers through social media channels and record conversational history in the case. Walk-up experience - Service in-person customers more effectively. Enhance customer experience with faster, more timely responses and increase staff productivity through digital queue management.
ServiceNow® Customer Service Management makes case management a snap with the following: Case - Case forms can be customized as needed to track only necessarily details and activities related to resolving the issue.UI elements like picklists and selectors make data collection easy for the agent and consistent for later analysis. All communications to and from the customer, including the communication channels being used, are also recorded.Use case types to support specific service use cases, and major issue management to handle cases impacting multiple customers. Account modeling and industry support - Customer service often involves tracking complex relationships: between account and consumer (or a household of consumers), contact and consumer, or partner and company. Some industries might track additional details such as branches and subsidiaries, and employees and third-parties eligible for service.Besides tracking how these entities are linked, modeling helps determine other actions and access, such as who can use selfservice to open and track cases. Service Level Agreements (SLAs) - One or more SLAs–internal-only or specified with customers–can be defined to support business requirements.SLAs can be setup to track when tasks reach a certain condition within a certain timeframe to ensure that cases are closed or resolved according to the expectations set for customers. Outsourced customer service - Companies using third-party customer service providers can work in the same system while maintaining data privacy standards and regulations.Easily onboard outsourcer’s managers and agents. Route cases between internal and outsourced teams. Criteria defines the data accessible to outsourced agents. By managing internal and external agents on a single platform, the business has a singular view into all operations.
Managed Services Support for ServiceNow
ProV's Managed Support Services are for organizations that want to outsource specific tasks or skill sets, day-to-day operations or implementation of IT services pertaining to their ServiceNow️ application.
ProV provides monitoring services to identify and report the issues that occur as part of the ServiceNow environment ( Application Server, Web Server, Database and Cloud Infrastructure) as part of the managed services model. The list of parameters and the threshold values that would be monitored as part of this activity shall be provided to the Customer at the beginning of the project. Monitoring teams (humans + Bots) generate periodic reports highlighting the health of the ServiceNow systems.
This service includes health checks and alerts like Buffer Cache Hit ratio, Datafile Status, Instance Availability, Invalid Objects, Resource Utilization, System Tablespace Users, System Tablespace Objects, Session Waiting for Locks, Shared Pool Dictionary Cache and Library Cache hit ratio, Tablespace Alert, alert log. Index, list of users going to be expired in the current month. Performing Database Backups & Copies and Cloning DBs, Refreshes are also bundled in this service.
Managed Services Support
The service list includes many reactive and proactive service items which have been designed to cater all of your requirements and to make sure its business system is running without major hindrances and performance drops. This service covers following items:
Database Maintenance and Services
Infrastructure sizing recommendations (Capacity Management and alerts when the Infrastructure hits the threshold etc.,)
Delivery installations – Installation of patches and fixes to the test and production environments
Database optimizations
App and Web Server optimizations
System Admin and Configuration Services
This service provides the support to system administrators to handle incoming configuration requests and assist in user administration and this service includes following service items.
The main aim of the “Customer Help Desk” is to provide the required Functional and Solution support to your users to perform their day to day activities smoothly.
It is known by the experience that in most of the cases, customers fail to recreate their support issues in a designated test environment which is a “must” to report product issues to ServiceNow, failing which will definitely delay the required product support from ServiceNow. This is exactly why ProV have carefully included “Issue Recreation & Report to ServiceNow” in its Customer Help Desk Service, to enable you to re-create product issues in a designated test environment for necessary handling by ServiceNow.
This service also includes “Retesting after Delivery Fix” to make sure the product patches provided by ServiceNow are properly tested and installed to the production environment efficiently. This service consists of the following service items.
Issue re-creation and report to ServiceNow
Basic functional analysis and advice
Basic configuration analysis and advice
Analysis and advice in Month and Year end reporting in ServiceNow™
Basic customization analysis and advice
Basic Integration analysis and advice
Retesting after delivery of Fix from ServiceNow
Expert Customer Services
This service has been designed to cater to your advanced requirements. Inputs to this service could be based on the requests that are received at the “Customer Help Desk” or “System Administration and Configuration Service” or based on your specific requests. This service consists of following items and could consider adding different service items based on specific customer requirements.
Solution advice and enablement
CRIM support (Bug fixing)
Complex data repairs
Advanced Testing Services (Updates, CRIM)
Advanced technical and functional support and functional trainings
On Site Support
Data Migration
Project Management
Solution Designing and implementation
Extra Customer Care
Extra Care and Proactive Engagement involves frequent engagement with customers and providing proactive advice to enhance the value of ERP. This service includes scheduled meetings, periodic reporting of the progress of your tickets. ProV team proactively and continuously analyses the working patterns and functionalities used by your company and provides advice to improve the productivity and the information flow in the system. The governance structure explains the overall governance model and the frequency of scheduled meetings.
Service Level Agreements
ProV understands the importance of the Services Quality and NRT (Net Resolution Time). It is proposed that service levels should be considered for implementation after 3 months from the start of AMS activities. Tentative target SLAs (Reaction, Response and Resolution times) that ProV proposes to adhere are listed in the table below. The SLAs shall be fine-tuned based on the actual system performance, business impact of the service requests and expected NRT at the end of the first 3 months of AMS with mutual agreement between ProV and your company.
Priority Handling
Priority Handling will ensure shorter reaction time and higher priority for Severity 3 issues and Customer Expert Services for premium customers over standard customers.
Deploy and Run ServiceNow Faster: Implementation & Upgrading
ServiceNow Methodologies & Tools provide unique assets to help ServiceNow customers implement, upgrade and optimize ServiceNow solutions.
ServiceNow Implementation Methodology: a holistic methodology based on structured project delivery and over 15 years of delivering solutions.
ServiceNow Solution Composer: visualize ServiceNow solutions and map customer specific end-to-end, processes, scenarios and process descriptions.
ServiceNow Upgrade Factory: tools, methods and a centers of excellence for self-managed or partner-led upgrades.
ServiceNow Industry Accelerator™: embed your industry sector's best practices and processes from the outset to reduce implementation time and cost by by 40%.
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