ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management often yields a considerable ROI by streamlining customer communications and managing service requests. Deployment factors and the quality of the solution partner significantly impact returns. Efficient tracking of tickets and order management reduces costs. Efficient processes help with business continuity, and leveraging Gen AI could lead to workforce reduction while maintaining service levels. Understanding and aligning with business goals enhances potential returns from using ServiceNow Customer Service Management.

ServiceNow Customer Service Management is predominantly viewed as expensive among enterprise users, with pricing perceived as one of the highest in the market. While it may reach around half a million US dollars annually, users acknowledge its justified cost through enhanced business operations and administrative efficiency, particularly for medium to large organizations. However, smaller businesses might find it less affordable. Some users were not involved in the pricing process, emphasizing a range of experiences.

• "The product has a premium price"
• "I rate the tool's pricing a six out of ten."
• "I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

ServiceNow Customer Service Management is primarily used for commercial risk operations, IT CRM, incident management, change management, and vendor management. Organizations use it for integration, ticketing, and workflow creation, supporting ITSM and CSM modules without exposing backend data. They manage incidents, service requests, and environments. Automation and third-party integrations help streamline processes for external customer management in sectors like government and infrastructure, enhancing customer service capabilities and efficiently resolving service requests, incidents, and issues raised by clients.

ServiceNow Customer Service Management's support is generally responsive and effective, with most reporting prompt assistance through various channels like helplines and portals. Users appreciate support in multiple languages, tracking incidents with updates. Some note delays with lower packages and suggest a need for more technical expertise. Ratings range from good to excellent, emphasizing strong relationships for quicker resolutions. Intermediate partners sometimes enhance support due to their understanding of codes and configurations.

The initial setup of ServiceNow Customer Service Management is generally straightforward, with ratings typically between seven and eight out of ten for ease. Users note that its implementation may take weeks or even months, with potential complexity based on customization levels. Deployment on both AWS private cloud and hybrid environments is mentioned. Maintenance can be manageable if customization is minimal, although coordination among teams is essential for aligning processes efficiently during implementation.

ServiceNow Customer Service Management is highly scalable, accommodating thousands of users without issues. Users appreciate its ability to handle large transactions and expand storage as needed. It supports cross-functional teams and streamlines IT processes. Scalability is praised as a key feature, with most ratings at nine out of ten. Its capacity for integration with other applications and support for various workflows enhances business operations efficiently, indicating strong adaptability for diverse needs. Performance considerations exist for extremely high scalability.

ServiceNow Customer Service Management is consistently described as stable. Most entities rate its reliability as high, frequently noting scores of nine out of ten. Enterprises commend its ability to manage significant transactions and user activities. With biannual updates, it delivers essential fixes and new features. Occasional issues are linked to portal development, but managing traffic can bolster stability. While customization limitations exist, serious disruptions remain rare, ensuring confidence in its 24/7 operations.