Operations | Monitoring | ITSM | DevOps | Cloud

When a customer service agent picks up a phone or opens an email or text, there's usually a stressed or upset customer on the other end. A package didn’t arrive. A bill contained incorrect charges. A server crashed, and no one can access their data. This is a crucial moment that can make or break relationships—as can any customer interaction with a company, from buying a product to asking for help. It can even happen while the agent engages with other teams to resolve an issue.

I’m excited to announce that, for the first time, ServiceNow has been named a Leader in the Forrester Wave™: Digital Process Automation Software, Q4 2021. This complements our recognition as a Leader in the Forrester Wave™: Low-Code Development Platforms for Professional Developers, Q2 2021. We attribute this recognition to our latest low-code innovations in ServiceNow® Creator Workflows and our purpose-built automation components to cover all enterprise processes.

Sharath Lagisetty, senior principal product manager for Customer Workflows at ServiceNow, co-authored this blog. As companies engage with different customers and partners via digital channels, it’s critical to establish a rich understanding of each entity and their relationships, both to the company and to each other. The latest release of ServiceNow® Customer Service Management extends Customer Data Models to support multilevel relationships.

Field service management covers a lot of areas, from installing and maintaining field equipment to scheduling, dispatching, and labor tracking. Across those myriad areas are numerous challenges: scheduling conflicts, miscommunications, workforce changes, customer dissatisfaction, poor first-time fix rates, lack of asset visibility, and more. But field service management is vital to successful business operations. Here are three ways ServiceNow helps companies improve their field service operations.

This month marks my 10-year anniversary with ServiceNow. Believe me, I never thought I’d spend a third of my working life at the same company. But not one moment has been dull. Every other year feels like I’m working at a different company—because we keep transforming and innovating. And that’s because of our customers. Despite how we’ve grown, our goal has never changed: We want to make the world of work better for everyone.

A Benjamin Franklin quote, “An investment in knowledge pays the best interest,” has always inspired me. Education gives people the confidence to dream big and tackle obstacles they might not have undertaken. IT learning also provides an interesting dilemma for any organization. Employees have access to a wide array of learning resources with varying quality and relevance, but they only have a finite amount of time to spend on it. We can supply IT learning opportunities.

We’re thrilled to announce that ServiceNow has been named a Leader in the Forrester Wave™: Enterprise Service Management (ESM), Q4 2021. We believe this recognition validates our industry position and continued investment in workflow automation and capabilities addressing employee service delivery across the enterprise.

Customer-centric organizations and institutions are making great strides in their digital transformation projects as they look to improve the customer journey. They’re implementing new, more sophisticated technologies to help create seamless, omni-channel engagements that deliver better, more satisfying customer experiences.

For the past 75 years, the National Basketball Association (NBA) and Women’s National Basketball Association (WNBA) have delivered best-in-class experiences to fans. From e-sports to virtual reality, the league has pioneered new ways to connect fans to the game they love. Now, with ServiceNow, the NBA and WNBA are taking their top-notch experiences from the basketball court to the corporate office.

The success of any organization, brand, product, or service hinges on customer sentiment. Positive customer experience leads to positive feelings. To deliver the best experience for every customer at scale, companies must address needs quickly, transparently, and proactively. That starts by connecting customer engagement, operations, data, people, and processes in a single system of action. With ServiceNow, customer issues and requests are broken down into tasks that can be automated.