Automate customer operations processes across departments With ServiceNow, you can speed the flow of work across the organization, streamlining service delivery while reducing time to resolution. Service operations teams can leverage AI-driven process optimization to identify and remove bottlenecks from key business transactions like order capture or fulfillment. Customer service agents can detect and resolve incidents before they impact the customer by proactively tracking services and identifying the root cause of problems. Capabilities include: • Process Optimization – visualize process • Performance Analytics –unlock insights to execution, identify bottlenecks to maximize anticipate trends, prioritize and drive service ServiceNow helped process efficiencies improvements us with more than • Proactive Customer Service – monitor • Continual Improvement Management – optimizing our your customers’ products and services initiate and track improvements across your toidentify and proactively entire project lifecycle and empower customer service fix issues customers and agents tomanage tasks processes. They • Playbooks for Customer Service – • Case Types – create and configurethe drive manage case flows across teamsby different types of customer service cases helped us digitizing and automatingservice processes your organization needs business change. Eyal Lubin, VP Cloud Operations, Empower agents with real-time intelligence and productivity tools NICE Ltd. Enable agentsto solve cases quickly and with empathy from a single, configurable workspace with contextual guidance built-in. Managers can optimizeagent performance and operations to drive productivity and allocate resources efficiently. With ServiceNow, customer service leaders can oversee majorissuesaffecting multiple customers by groupingthem all under a single case so only those who areimpacted are notified. CSM offers innovative features that enhance agent performance, including: 2 • Case & Chat Summarization – synthesize • Guided Decisions –dynamically guide customer interactions or complex cases with agents to resolve cases withcontextual next Now Assist to speed agent understanding best action recommendations 70% and support • Advanced Work Assignment– Decrease in inquiry • Workforce Optimization – manage channels, automatically route work to the best agent resolution times schedules, performance, based oncriteria or an affinity to the case and skills from one workspace • Configurable Workspace– easily configure • Predictive Intelligence – usemachine and extend the agent workspace for learning to identify sentiment, route increased productivity and faster case issues, recommend solutions, andidentify resolution self-service and case trends Harness the power of the whole organization to serve the customer With one platform, one architecture, and one data model, ServiceNow brings people, processes, and data into one system of action. By breaking cases into discrete tasks and connecting any system where people do their work, ServiceNow CSM enables a single process flow across functions. This allows the front, middle, and back office to come together to solve a customer’s issue quickly and with full transparency. With differentiated features like playbooks, process optimization, intelligent workflows, and a single configuration management database, service operations can use a highly efficient task model within ServiceNow CSM to accelerate the flow of work. Organizations can curate frictionless issue resolutions, reduce errors, gain actionable insights, and increase customer loyalty, driving operational excellence and delivering superior experiences. ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow . For more information, visit: www.servicenow.com. See ServiceNow CSM in action at: https://www.servicenow.com/lpdem/demonow-customer-service-management.html 1,2 Now Assist capabilities are available with Customer Service Management Professional and Enterprise Plus packages. 2 © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN-CSM-Overview-02012024 servicenow.com