increase in field agent productivity using the mobile app
55%
reduction in case handling time across CSM and FSM workflows
75%
improvement in customer satisfaction due to faster service delivery
HomeCase StudyDelivering End-to-End Service Excellence with ServiceNow CSM and FSM
Client Challenge
A growing communications enterprise aimed to improve both its Customer Service Management (CSM) and Field Service Management (FSM) capabilities to deliver faster, more seamless service experiences.
Key challenges included:
1) Lack of integration between customer service and field service operations
2) Limited real-time visibility for field agents handling service requests
3) Delays in resolving cases requiring on-site intervention
4) Inefficient communication between support teams and field technicians
5) No unified platform for customers to submit and track service requests
“ The integration of customer service and field service has transformed how we deliver support. Our field agents now have real-time access to information and can resolve issues on-site without delays. This has significantly improved our response times, operational efficiency, and overall customer satisfaction. ”
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