ServiceNow Customer Service Management Reviews

I mainly use ServiceNow Customer Service Management as an IT CRM, for example, if I'm facing an issue in IT, I create an incident on the tool, then it will go to the concerned team that will deploy and resolve my issue.

What I like best about ServiceNow Customer Service Management is that it's a good tool. I like how fast it is and that it's cloud-based. I also like that it's very easy to use. ServiceNow Customer Service Management has minimum options, for example, column options and tab options when compared to other solutions, which makes it easier to use over others.

ServiceNow Customer Service Management works fine for me, for now, so there isn't any room for improvement I see in it.

In the next release of the tool, I'd like users to be able to download all reports because as a user, I can only download a limited number of reports from ServiceNow Customer Service Management, but my management team can do so. I'm unsure if it's a feature that's included in the tool or not.

I've been using ServiceNow Customer Service Management for two years.

ServiceNow Customer Service Management is a very stable product.

ServiceNow Customer Service Management is a scalable product.

For any issues with ServiceNow Customer Service Management, I contact the company headquarters, not the ServiceNow technical support team. The team in my company headquarters handles support, resolves the issues, and is very good.

Setting up ServiceNow Customer Service Management is easy. If I were to rate the initial setup of the tool, I'd rate it a four out of five.

I'm not involved with the pricing of ServiceNow Customer Service Management, so I have no idea how much it costs.

I work for a very small organization. I use a CRM solution from headquarters, to be specific, ServiceNow Customer Service Management.

I'm a user of ServiceNow Customer Service Management, and it's a tool that's managed by the team headquartered in Japan, so if I face any issues, I'll just log into the tool and the team will resolve the issues.

My company has ten thousand users of ServiceNow Customer Service Management. The tool is used on a daily basis.

My rating for ServiceNow Customer Service Management is eight out of ten.

We use ServiceNow Customer Service Management for our commercial risk business. We use it to support middle office, back office, and front office colleagues.

Overall, I like the workflow capabilities, orchestration, and integration with existing business apps. The product is awesome in terms of capabilities.

The price could be better. ServiceNow should price products more reasonably.

I have been using ServiceNow Customer Service Management for almost three years.

ServiceNow Customer Service Management is mostly stable. 

ServiceNow Customer Service Management is a scalable solution. We have about 2,000 users, mainly in back-office operations.

Technical support is responsive and resolves our tickets.

On a scale from one to five, I would give technical support a four.

Positive

The initial setup is straightforward. 

An integrator implemented this solution. 

ServiceNow Customer Service Management is expensive. It's one of the most costly CSM options in the marketplace.  

ServiceNow Customer Service Management is user-friendly compared to other solutions. 

On a scale from one to ten, I would give ServiceNow Customer Service Management a nine.

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. 

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. 

The product's AI feature should be improved. 

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. 

The tool is scalable, which is one of its best features. It is customizable. 

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. 

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. 

I rate the product an eight out of ten. 

We use the solution as a government workflow solution.

The solution improves the workflow and business process automatically. The previous method was not as automated and efficient.

Workflow management is the most important feature.

The solution could improve its integration.

I have been using ServiceNow CSM for more than a year.

The solution’s scalability is excellent.

I rate the solution’s scalability a nine out of ten.

The initial setup is easy.