ServiceNow Wins Gold: Receives Coveted Stevie® Award for Customer Service


Last Friday evening while most of America was tuned to the Olympics, Nicholas Roberts, director of ServiceNow advanced support technologies, was in Las Vegas proudly receiving a gold on behalf of ServiceNow!

And it wasn’t just any gold—it was the Gold Stevie Award for Best Use of Technology in Customer Service – Computer Industries. The Stevie® Awards were created in 2002 and have become one of the world’s most coveted prizes for sales, customer service, and call center professionals worldwide.

It’s a thrill to be one of the fastest-growing enterprise software companies in the world and I’ve written many times about how we’ve built one of the largest enterprise cloud computing environments on the planet. This Stevie® Award confirms that we’re also matching our massive growth with world-class customer service.

In fact, our NPS (Net Promoter Score) is notably higher than any of our industry counterparts. And one of the primary reasons for that is our focus on product innovation and our use of our own technology. Here’s a look at a few of the new innovations we use on a daily basis to deliver the best customer support experiences possible.

 

Agent Intelligence

In November 2017, we announced ServiceNow Agent Intelligence, our machine learning technology. Today, this powerful technology is used by our customers to deliver stellar service, and by our own customer support team, as well. Agent Intelligence uses machine learning technology to automatically assign a category and assignment group to a support case. This makes it much easier for customers to file a case, while saving ServiceNow more than 300 hours of work each month for customer service agents. It also reduces errors. As a result, we’ve seen a rise in customer satisfaction due to faster resolution times.

Bypass The Hub

With Bypass The Hub, once customers have a support case, they’re prompted to enter their case number. This lets them skip the hub and get directly in touch with the agent assigned to the case. If the agent isn’t available, a caller has the option of leaving a voicemail or speaking to someone in that same assignment group. The case number is made available to the TSE who can click on it and have the relevant information on screen prior to answering the call.

Wallboards

The customer service management team also built a custom wallboard solution using ServiceNow technology to help speed their response times. The wallboards are refreshed every five seconds and show a variety of case data, including agents and their current call status as well as Priority 1 cases that are not currently assigned, so they can be routed to an agent as quickly as possible.

ServiceNow is honored to receive this Stevie Award for Best use of Technology in Customer Service. It’s a testimony to the quality of our technology and the caliber of our employees, and we’re committed to continue our journey of innovation.

 

This blog by our CIO, Chris Bedi, talks about how we use our own technology to deliver great support experiences and achieve a 13-point increase in NPS and a 25% case deflection rate. And our customers use these same solutions to provide industry-leading, quality customer service.

To learn more about ServiceNow Customer Service Management, visit servicenow.com/csm.

Allan

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Allan Leinwand
Allan Leinwand has built a reputation for managing the world’s most demanding clouds – in B2B and B2C. He is the chief technology officer at ServiceNow responsible for building and running the ServiceNow Enterprise Cloud – the second largest enterprise cloud computing environment on the planet. In this role, he is responsible for overseeing all technical aspects and guiding the long-term technology strategy for the company. Before joining ServiceNow, Leinwand was chief technology officer – Infrastructure at Zynga, Inc. where he was focused on building one of the largest consumer cloud computing environments used in the delivery of the company’s social games to more than 80 million players daily. He got his start as a cloud pioneer at Cisco before “cloud computing” was a term and the idea of accessing applications from anywhere was still very new. In addition to expertise in running large enterprise cloud computing environments, he also provides expertise in software engineering, quality engineering and product-market fit to companies including Spoke, Inc.; Bulletproof 360, Inc.; MapAnything, Inc.; Founders Circle Capital; and Kleiner Perkins Caufield & Byers. He is a Board member of Marin Software. Leinwand has served as an adjunct professor at the University of California, Berkeley where he taught computer networks, network management and network design. He holds a bachelor of science degree in computer science from the University of Colorado at Boulder.

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