USE CASE GUIDE Improving customer experience with Know which customers use which Proactive Customer Service Operations services The service-aware install base connects customers to services to In an increasingly connected world, there are more monitoring tools than ever before. know who would be a昀昀ected by a That impacts customer expectations – they want businesses to know when there’s disruption. an issue or outage, be actively working on the problem, and notify customers about it rather than relying on customers to let them know there’s a problem. Connect monitoring and However, it can be challenging for organizations to provide this level of service due customer service to a lack of visibility. That can include difficulties in tracking the solutions and services Make it easy for operations to owned by customers and silos between monitoring and customer service systems. keep customer service in the loop These teams are often disconnected with no clear communication process. when there’s an issue. ServiceNow uses Proactive Customer Service Operations, part of Customer Service Take proactive action Management, to provide service monitoring and customer service case management with a service-aware install base to know which services customers Notify customers that the problem own and use. When a service has a problem, it can be detected, and the impacted is being addressed before they’re customers can be identified and kept informed of the latest status and when they ever aware of it. can expect a fix. ® Keep customers informed It starts with service monitoring in ServiceNow IT Operations Management. A Give customers up-to-date network operations center operator sees an alert about a service at risk of disruption information on status or due to running out of disk space. workarounds while reducing customer contacts. The IT Operations Management dashboard shows an alert about an impacted service that affects multiple customers. The Network Operations Center (NOC) operator creates an incident from the server alert, and as this will impact customers, it also automatically generates a proactive case for customer service. This lets the NOC immediately notify customer service of the issue. The customer service case is assigned to a customer service agent, who reviews the details and sees the information carried over from the original alert. The service- aware install base lets the agent quickly see which customers are impacted instead of switching between multiple systems. As this impacts several customers, he proposes a major case, which then goes to the major case manager. 7