DP

Dushyant P.

Software Engineer

Enterprise (\> 1000 emp.)

9/11/2022

"Efficient and well organized tool to maximize service productivity"

4.5/5

What do you like best about ServiceNow Customer Service Management?

SN CSM's intricately designed portal and workflow ensures that turn around time on issues in minimized, rework is eliminated and the team can be brought on the same page

Customer support is multitudinal, efficient and on point, meaning a great boost to business

Integration support with tools like Jira ensures a sync between development and operations teams for our org, avoiding a lot of manual work in ensuring the references are synced Review collected by and hosted on G2.com.

What do you dislike about ServiceNow Customer Service Management?

The portal's look could be optimised, since it does feel like an old outdated version with minimal UX and little accessibility. It lacks mobile support. Email notifications are too frequent and not customisable to a large extent, making it hard to filter out the repetitive ones from the critical ones Review collected by and hosted on G2.com.

What problems is ServiceNow Customer Service Management solving and how is that benefiting you?

For a large, diverse organization split into teams that relied on solving users' problems with minimum downtime, it was critical for us to address issues by first allotting them to the right people, and then getting them resolved as quickly as possible.

SN CSM removed a lot of manual labor that'd otherwise have gone into this process, and allowed us to focus on issues, rather than the setup and the logistics of getting the communication across to the users Review collected by and hosted on G2.com.

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Current UserValidated ReviewerIncentivizedSource: G2 invite

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4.4 out of 5 · Verified reviews from real users

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