Our client, a leading multinational technology company based in Germany, was facing significant challenges in managing its customer service operations. With a global presence and diverse product portfolio, the client was struggling with fragmented service channels, high case volumes and a lack of proactive support. These issues resulted in long turnaround times, inconsistent customer experiences and reduced customer satisfaction.
The challenge
Customer interactions were managed across multiple channels: Phone, email, chat and social media.
Isolated data from different channels hindered consistent and efficient customer service.
High volumes of service requests overwhelmed the support teams, which led to delays in solving problems.
A reactive approach to customer service only addressed problems after they were reported by customers.
Increasing customer frustration due to long processing times and inconsistent service experiences.
Customer profile
Industry:
Technology
Company size:
10,000+ employees
Location:
Germany
ServiceNow products:
ServiceNow CSM, ITSM, Virtual Agent
Services provided:
ServiceNow implementation, managed services
The solution from Moch.IT
Moch.IT, a specialist ServiceNow consultancy, was tasked with transforming the client’s customer service management. Utilizing the power of the ServiceNow Customer Service Management (CSM) platform, Moch.IT’s team of experts developed a comprehensive strategy to address the client’s challenges. The main objectives were to unify customer service channels, automate routine tasks and enable proactive customer service through AI-driven insights.
Key measures in the implementation
Standardized customer service platform
Moch.IT integrated all customer service channels into a single ServiceNow CSM platform. This centralization enabled the client's support teams to more effectively manage and track customer interactions, eliminate data silos and ensure consistent communication.
Automated case management
Moch.IT implemented intelligent automation tools within ServiceNow CSM to automate routine processes such as ticket creation, categorization and assignment. This automation reduced the manual workload of support staff, allowing them to focus on more complex issues and improve overall efficiency.
Proactive support with AI
Using AI and machine learning, Moch.IT introduced predictive analytics to recognize patterns in customer requests. This enabled the customer to identify and resolve potential issues before they escalated, significantly improving the customer experience.
The results
- 40% reduction in processing time: The automation of case management and streamlined processes led to faster processing times, which contributed directly to higher customer satisfaction.
- 50% increase in employee productivity: Support staff were able to process a higher number of cases efficiently thanks to automated workflows and easily accessible information.
- 30% reduction in support costs: By enabling self-service and reducing the need for live agents, the customer achieved significant cost savings in customer service.
- Improved customer satisfaction: The switch to a proactive support model and consistent service across all channels led to a measurable increase in customer satisfaction scores (CSAT).
- Improved proactive support: AI-driven insights enabled the client to anticipate and resolve issues before they impacted customers, reducing the number of reactive support cases.
Before
- Fragmented support channels: Separate communication channels led to delayed responses and dissatisfaction among customers.
- Manual case management: High error rates and slow processing times due to manual case tracking.
- Lack of customer insight: Limited visibility of customer history and preferences led to impersonal service.
Afterwards
- Unified communication channels: ServiceNow CSM consolidated all customer interactions, reducing response times by 40%.
- Automated case management: Automation reduced errors and accelerated case resolution by 50%.
- Enhanced customer insights: Integrated customer data enabled a personalized service, which increased customer satisfaction by 30%.
Conclusion
Moch.IT’s strategic expertise enabled the client to successfully transform its customer service operations with ServiceNow CSM. The results were faster turnaround times, increased employee productivity and improved customer satisfaction. Moch.IT’s comprehensive approach and deep understanding of ServiceNow capabilities were critical to helping the client achieve its goals and demonstrate the transformative power of ServiceNow CSM in global customer service management.
If your business aims to improve customer satisfaction, optimize service and build stronger customer relationships, Moch.IT is your ideal partner. Our deep expertise in ServiceNow CSM ensures that we provide customized solutions that meet your specific requirements and deliver significant improvements in customer service management.