Bynet ServiceNow CSM
BYNET | 1.0Linux/Unix, Red Hat Enterprise Linux 7.x - 64-bit Amazon Machine Image (AMI)
External reviews
11 reviews
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Integrating departments for unified service while managing complexity and learning curve
What is our primary use case?
I have reviewed ServiceNow Customer Service Management as a tech advisor. I have not worked on it directly.
What is most valuable?
ServiceNow Customer Service Management integrates the admin, finance, HR, and service departments, enabling an employee of an organization to get service from a single window. It integrates all different queues into one dashboard and consolidates various departments, ensuring visibility across the organization is transparent. It helps to create a shared services organization, reducing the operational complexity and facilitating a more unified service delivery. It consolidates all service desks under one umbrella, enhancing efficiency.
What needs improvement?
The integration cost and learning curve are very high, and managing this platform requires sophisticated handling, which is more complex compared to other solutions.
For how long have I used the solution?
I have reviewed it over the last two years because it's an upcoming solution.
What do I think about the stability of the solution?
It is a stable solution. I would rate it as eight or nine out of ten.
What do I think about the scalability of the solution?
It is scalable, scoring an eight or nine. However, scalability can lead to performance issues.
How are customer service and support?
You need an intermediate partner to support ServiceNow. It is better because partners have a deep understanding of the code and configuration challenges. I rate the technical support as six out of ten.
How would you rate customer service and support?
Neutral
How was the initial setup?
Templatized rollouts would be very useful for ServiceNow Customer Service Management because you are working on centralized customer data across all channels. Simplifying processing and streamlining manual tasks would make the process more consistent.
What was our ROI?
As mentioned, it helps in creating shared services and brings efficiency, though I may not have the metrics in terms of specific savings or benefits in dollar terms.
What other advice do I have?
It is a powerful tool. Large enterprises should experiment with it, while medium enterprises should consider alternative solutions. I would rate the overall solution as seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Provides customizable, low-code options to streamline customer interactions
What is our primary use case?
There are two different modules that are actually interconnected: ITSM in the back end and CSM in the front end. The advantage of using ServiceNow Customer Service Management is that I do not need to expose all ITSM data to the customer, as the customer is not concerned about the technical backend. For example, if there are network-related issues, the customer just wants to ensure their ticket is resolved within the given SLA. ServiceNow Customer Service Management allows me to provide customers with the data they need while maintaining backend ITSM processes.
What is most valuable?
The best aspect of ServiceNow Customer Service Management is its out-of-the-box features that support all customer service processes. It is very easy to configure based on customer needs and can be customized with minimal coding. It is a low-code, no-code solution, meaning I do not need to do extensive programming. Recent advancements include AI features that automatically guide functionality. The system helps implementers and developers by suggesting necessary code modifications based on specific needs.
What needs improvement?
While ServiceNow Customer Service Management has many advantages, there are some cons. If our organization wants to customize features that are not initially available in the system, these customizations might cause issues during upgrades. For example, when upgrading to a newer version, the system may introduce a feature already customized, necessitating inactivation of previous update sets. This need for careful management of customizations during upgrades can be seen as a downside.
For how long have I used the solution?
I have been using ServiceNow for more than six years, specifically focusing on CSM and ITSM.
What was my experience with deployment of the solution?
Regarding the configuration or the customization, it is straightforward. Since it is a no-code, low-code solution, it is very handy for developers. It is not that complex.
What do I think about the scalability of the solution?
I would rate the scalability of the product as nine out of ten, indicating it is very scalable.
How are customer service and support?
Tech support has not been approached much.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have switched from using Tableau, Power BI, or other BI tools to using ServiceNow Customer Service Management.
What about the implementation team?
We are a gold partner and a premium partner with ServiceNow, providing services to our end customers. I work as part of the implementation team, developing and implementing functionalities within ServiceNow Customer Service Management.
What's my experience with pricing, setup cost, and licensing?
ServiceNow Customer Service Management is expensive, although there is value for money considering the time and administrative efficiencies it brings.
What other advice do I have?
Regarding the overall solution, I would rate it eight out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Automated workflows optimize event management but connectivity with AI tools needs enhancement
What is our primary use case?
The primary use case involves creating a lot of workflows related to environment management and services, which are used by customers to enhance their customer service. This involves activities such as managing camping events and obtaining permissions for events in national parks. We designed and automated these workflows using ServiceNow Customer Service Management.
What is most valuable?
ServiceNow Customer Service Management offers valuable features such as workflow management, an approval cycle, and integration with a payment gateway, which allows for payments to be made using the system. The application engine is useful for modifications that are not native in the system. Additionally, there are integrations with governmental services, which are beneficial for our requirements.
What needs improvement?
Connectivity with AI tools could be improved to facilitate easier orchestration and management. There should be a district address addition to ensure there is auditing for configuration changes, as it is important to follow practical rules and best practices to avoid misconfigurations caused by different developers doing things their own way. We need a recommendation and auditing system.
For how long have I used the solution?
I have been working with ServiceNow Customer Service Management for around eight months.
What was my experience with deployment of the solution?
During deployment, we faced challenges like upgrading from an on-premises version, as there were multiple ways to achieve the same tasks, which created challenges. Clear guidelines are needed to standardize these processes.
What do I think about the stability of the solution?
ServiceNow Customer Service Management is highly stable, which is critical because it operates as a live system 24/7. Except for one issue during an integration, we have not experienced any crashes or outages.
What do I think about the scalability of the solution?
The solution is scalable and offers high scalability as new features are added regularly. It supports the addition of many workflows or activities, making it suitable for various business needs.
How was the initial setup?
The initial setup of ServiceNow Customer Service Management was easy and straightforward, although there are many ways to set it up. I would rate it a seven out of ten for ease of setup.
What about the implementation team?
First, we gathered requirements from the customer, designed the BRD documents, and obtained customer approval before installation. We selected appropriate tools and configurations for the system, ensuring it meets specific needs.
What's my experience with pricing, setup cost, and licensing?
ServiceNow Customer Service Management is expensive, with costs around half a million US dollars per year. While suitable for enterprises and medium-sized clients, it may be cost-prohibitive for smaller businesses.
What other advice do I have?
I would rate ServiceNow Customer Service Management a seven out of ten overall. I recommend it to others, but with a caution regarding the price. Customers should ensure that configurations follow best practices to prevent issues.
Which deployment model are you using for this solution?
On-premises
Delivers seamless incident and change management with effective issue tracking
What is our primary use case?
I am working on incident management, service management, and change management. We work on SLAs and handle service requests, change requests, and incident management. These are the main areas I am working on at the moment.
What is most valuable?
The most valuable features are incident management and change management. These features are extensively used by businesses to tackle regular issues. This tool helps to track issues businesses face regularly. If an end user faces an inventory-related issue, they raise a ticket that comes to our incident management tool for ServiceNow Customer Service Management. We work to resolve that issue, allowing businesses to operate smoothly. It also helps to track our past performance, like how many tickets we resolved, and it shows how the business profits from uninterrupted operations. Change requests are vital if there is a business requirement change; they are used for tracking and reporting purposes, showcasing how change requests have been used to keep businesses running smoothly.
What needs improvement?
Sometimes ServiceNow Customer Service Management lags, meaning the speed is low or there is a delay in operations. These are the areas needing improvement.
For how long have I used the solution?
I have been working for more than two years, and in the past, I also worked for a year in 2020, totaling three years of experience.
What was my experience with deployment of the solution?
We start by determining what kind of tools we need in ServiceNow Customer Service Management, like service management, change management, or ticketing and incident management. We assess the volume of incidents or change management we will be managing and the volume of end users. Then we decide on the deployment model, either cloud or on-premises, and proceed to implement the tool.
What do I think about the stability of the solution?
The solution operates well, but there are limitations on customization. Sometimes there is a delay in operations. Overall, it is very stable aside from these issues.
What do I think about the scalability of the solution?
Scalability is very important as it helps businesses run smoothly. If challenges are resolved efficiently with tools like ServiceNow Customer Service Management, it significantly impacts business operations.
How are customer service and support?
The technical support is good, but there are very few people who understand the technicalities and background configurations. More technical people should be available.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
I used different tools before, including HP Ticket Services. The lag issue is more pronounced in other tools compared to ServiceNow Customer Service Management, which led me to switch.
How was the initial setup?
I rate the initial setup as 8.5. There are some lags in ServiceNow Customer Service Management, which is why I deducted 1.5 points. Otherwise, it works very well.
What about the implementation team?
We needed about three to four people for the deployment. Now, one to two people can handle the maintenance.
What was our ROI?
The tool is very useful as it helps us run businesses smoothly. Without such tools, the business would be affected by five to ten percent in annual revenue. It provides substantial value.
What's my experience with pricing, setup cost, and licensing?
The pricing is around a seven, making it rather expensive. However, even with the cost, it is justified because it significantly aids business operations.
Which other solutions did I evaluate?
I did not evaluate other options before choosing ServiceNow Customer Service Management. I have worked on different tools and based on reviews from my peers in similar industries, I decided to go with ServiceNow Customer Service Management.
What other advice do I have?
Before using ServiceNow Customer Service Management, I used different tools, and based on the feedback from colleagues in similar industries, I switched to ServiceNow Customer Service Management. I would rate the overall solution as 8 out of 10.
Which deployment model are you using for this solution?
On-premises
Workflow automation and integration capabilities drive efficiency
What is our primary use case?
I am mainly involved in service management, specifically change management, internal management, problem management, service request management, and knowledge management. These are the key areas.
What is most valuable?
The integration capabilities of ServiceNow are wonderful. I can integrate it with different tools and various platforms to get the job done. This is one of the most powerful features. The workflows provided by the platform are amazing. They save me a lot of time, and the automatic notification process eliminates the need for me to seek approvals or send reminders. The roles and responsibilities are clearly defined, and the process is driven by the workflow, which is a significant advantage of ServiceNow.
What needs improvement?
I do not have any notes for improvements.
For how long have I used the solution?
I have used the solution for roughly seven to eight years.
What do I think about the stability of the solution?
I have experienced no issues.
How are customer service and support?
I have not directly interacted, however, we have a dedicated team for this purpose.
How would you rate customer service and support?
Neutral
How was the initial setup?
The initial setup was straightforward. It was very small and systematic, and we did not encounter any issues.
Which other solutions did I evaluate?
Choosing ServiceNow was an organizational decision, so it was not my personal choice. I have always worked with ServiceNow.
What other advice do I have?
ServiceNow is the best platform for our kind of work. No other platform comes close. I would rate it ten out of ten.
Provides flexibility to manage and categorize incidents and has good reporting features
What is our primary use case?
The solution is used for the Incident, Problem, and Change modules. The CMDB module was also used for asset management. We evaluated the ITOM solution for integrating the cloud landscape. Since we had some budgetary issues, we did the first scan using the tool and later maintained it offline using the standard copy.
What is most valuable?
The product provides flexibility in managing and categorizing the incidents. The reporting features helped us understand the trends well. Integrations are very easy.
What needs improvement?
The pricing must be more flexible. The vendor could provide some modules with limited features for a lower price.
For how long have I used the solution?
I have been using the solution for two years.
What do I think about the stability of the solution?
The tool was stable. I rate the stability a nine out of ten. We did not face any challenges or major downtimes.
What do I think about the scalability of the solution?
The tool is highly scalable. I rate the scalability a nine out of ten. Many cross-functional teams in our organization used the product. We had more than 50 support personnel. The number of end users was quite high. The whole organization was in a self-service mode. We could create requests ourselves. It allowed us to streamline the IT processes and the request management system.
How are customer service and support?
The technical support was good.
How was the initial setup?
The initial setup is simple. The SaaS module is easier. We have deployed the product in a hybrid environment.
What other advice do I have?
I will recommend the product to others. Overall, I rate the solution an eight out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
Helps to track customer complaints and requests
What is our primary use case?
Our clients' most common use case is integrating their IVR system with a robust ticketing solution. This allows for tracking customer complaints and requests. Typically, clients implement this solution to easily control and manage all customer tickets.
What is most valuable?
One of the solution's most valuable features is its integration with the ITSM suite. When you acquire it, you also get access to incident and problem management from ITSM. This allows you to register a ticket in the product to work with the end user while using ITSM to handle the internal resolution process.
What needs improvement?
One area for improvement would be integrating IVR systems. Many customers need the ticketing solution and a native IVR system within the same platform. ServiceNow Customer Service Management doesn't offer an IVR solution that works natively or comes in the same package. Customers often have to integrate their IVR with third-party solutions like Twilio. However, the agreement between ServiceNow and Twilio ended some months ago, making it more challenging to integrate IVR functionalities.
For how long have I used the solution?
I have been using the product for a couple of months.
What do I think about the stability of the solution?
The tool is very stable. The system can handle a large number of transactions and users, which often include your end users or customers. It can manage the amount of transactions it's processing. Typically, it's quite stable. Sometimes, issues arise with the portals, but that often relates to the development techniques used and how the portals are distributed. If you have many customers or lines of business, you should distribute the incoming traffic across several portals to enhance stability. But overall, it is stable.
What do I think about the scalability of the solution?
The tool can handle many users and transactions without experiencing issues like system crashes due to bulk loads. The initial contract typically provides ample space, around four terabytes, for transactions, users, and document attachments. If more space is needed, it automatically expands to a certain point. In my entire career with ServiceNow, spanning about ten years, I haven't encountered any instance where a customer exceeded their allocated space to the extent that ServiceNow needed to charge them additionally. So, regarding scalability and the number of users it can support, it's not a problem.
How are customer service and support?
The tool's customer support is excellent. They respond promptly to tickets, usually within the same day, sometimes within one to two hours, depending on the urgency. They provide support in multiple languages, including Spanish, English, and possibly Portuguese. They also closely track incidents, sending frequent emails to update ticket status and actions taken. Overall, their support is fast, responsive, and effective.
How would you rate customer service and support?
Positive
How was the initial setup?
Setting up the ServiceNow Customer Service Management can be quite complex. It generally takes time because the platform is oriented towards large enterprises. Implementing it involves working with multiple teams and ensuring they agree on the processes you plan to manage. You must provide clear guidelines and facilitate team discussions to align the processes. Although the setup isn't quick, taking the necessary time for implementation can result in a fast return on investment.
The overall deployment can take three to five months, depending on the complexity of processes and customization. The deployment process for the ServiceNow Customer Service Management solution largely depends on how much customization you need. If you follow ServiceNow's recommendations, take the time to participate in workshops, and adapt your processes accordingly, the technical deployment can be straightforward and relatively easy.
However, the deployment can become complex if you need a lot of customization or don't invest time in reviewing and aligning your processes with the platform. Essentially, the more you stick to the standard recommendations, the smoother the deployment process.
If heavily customized, the solution can require extensive maintenance. The partner you hire to implement or customize it may not always follow best practices in ServiceNow development. As a result, maintaining these customizations can be complicated once the implementation is done. However, if you don't customize the solution, maintaining the platform is generally straightforward and not difficult.
What was our ROI?
When organizations adopt ServiceNow Customer Service Management, they often do so because they have costly processes, like managing customer communications or tracking product issues. Organizations can handle customer complaints, manage service requests, and address these challenges, leading to a better return on investment. You can track all incoming tickets efficiently and manage replacement orders more effectively. This reduces the costs associated with these tasks, providing a quick return on your business investment.
What other advice do I have?
I rate the overall product a nine out of ten.
Offers easy integrations and horizontal scaling with excellent tech support
What needs improvement?
The product does not cater to businesses of every scale and budget. A business I used to work for did provide entry-level offerings through a shared arrangement, which is not ServiceNow's preference, but it allowed small companies to explore the ServiceNow Customer Service Management platform.
For how long have I used the solution?
I have been working with ServiceNow for two and a half years.
What do I think about the stability of the solution?
The product is satisfyingly stable. Most of the customers of ServiceNow Customer Service Management for our organization were large-scale enterprises.
What do I think about the scalability of the solution?
It's a scalable solution.
How are customer service and support?
Our company is an elite partner, so we have a strong relationship with ServiceNow. Our organization has received excellent tech support for ServiceNow Customer Service Management. I would rate the tech support a seven out of ten.
How would you rate customer service and support?
Neutral
How was the initial setup?
I believe the initial setup is straightforward as there is no market entail highlighting the deployment process as difficult for the solution. Some large-scale transformation projects with the product can take two or three years. The average deployment span of ServiceNow Customer Service Management can be around two to four weeks.
Some efforts are needed to maintain ServiceNow Customer Service Management. The product vendor takes care of the upgrades and management as part of the solution's maintenance. There are factors around optimization that are beyond the traditional offerings of ServiceNow Customer Service Management. One professional is enough to maintain the solution.
What was our ROI?
There are many instances where the solution has been deployed in isolation of the desired business outcomes. Many customers in our company did not get an ROI from the product because of the aforementioned circumstances.
Our company reviews the deployment factors and fixes them based on the business factors so our customers can realize an ROI for ServiceNow Customer Service Management. Overall, the solution has a great ROI, which also depends on the quality of the solution partner. Clarity of the product, consultation and the client's own business understanding are other factors that influence the overall ROI.
What's my experience with pricing, setup cost, and licensing?
The product has a premium price.
What other advice do I have?
ServiceNow Customer Service Management is becoming more popular and the vendor is being looked upon as a competitor in the CRM sector. It's beneficial to have one ecosystem that can naturally be integrated across different functions. The products from ServiceNow are starting to scale horizontally and are building a huge reputation.
Digitizing any workflow provides transparency, communication, connectivity, tracking, reporting, management adherence, and application of SLAs, all of those are the benefits that you get out of ServiceNow Customer Service Management.
Automation capabilities in the solution help the customers to focus more on their core business. Productivity, process governance, and risk reduction are other benefits of ServiceNow's automation. Human labor and interactions can be minimized with automation features from the vendor. Automation enhances response time and leverages plug-ins such as AI for optimization.
ServiceNow Customer Service Management is considered a premium tool with top-notch offerings, and it's priced accordingly. Having substantial information about the product and the industry helps a potential customer or user identify trends, well-performing features and problematic areas with the solution. This knowledge helps a potential customer of ServiceNow Customer Service Management make effective decisions based on data. I would rate the solution an eight out of ten.
I would advise others looking to adopt the solution to ensure that the product addresses the pain points and the business objectives before they purchase and deploy it.
A scalable cloud solution for government workflow
What is our primary use case?
We use the solution as a government workflow solution.
How has it helped my organization?
The solution improves the workflow and business process automatically. The previous method was not as automated and efficient.
What is most valuable?
Workflow management is the most important feature.
What needs improvement?
The solution could improve its integration.
For how long have I used the solution?
I have been using ServiceNow CSM for more than a year.
What do I think about the scalability of the solution?
The solution’s scalability is excellent.
I rate the solution’s scalability a nine out of ten.
How was the initial setup?
The initial setup is easy.
Which deployment model are you using for this solution?
Public Cloud
Integrates with different technologies and helps to manage external customers
What is our primary use case?
We use ServiceNow Customer Service Management as an ITSM application to manage incidents and change requests. An organization can use it to manage external customers.
What is most valuable?
We can integrate different technologies in ServiceNow Customer Service Management. An organization would like to offer a digital transformative experience to its employees and customers, which the tool can offer. It can be integrated with any external system. There are also automation possibilities.
What needs improvement?
The product's AI feature should be improved.
What do I think about the stability of the solution?
ServiceNow Customer Service Management makes sure that there is stability with two releases each year. Each release will have some hard fixes, patches, or new features.
What do I think about the scalability of the solution?
The tool is scalable, which is one of its best features. It is customizable.
How are customer service and support?
I have contacted the team when we needed quick fixes for issues on behalf of our customers. They have a direct helpline and a portal. You can use the helpline if you need immediate support. Else, you can use the customer portal to raise the issue. The team will respond based on priority. My experience is between good and excellent.
How was the initial setup?
You need to get a subscription for the tool's cloud access. Its implementation can take time since you need to map the business processes.
What other advice do I have?
I rate the product an eight out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
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