Customer Service ManagementUse Case
Deliver a consumer-like service experience, improving customer satisfaction and productivity.
Business productivity can be significantly increased by providing employees with self-service access to IT and business services without the need to go through the service desk. Many support calls can be diverted from the service desk and resolved by users themselves, reducing the burden on IT staff. By solving their own problems quickly and easily, employees can get back to work promptly to serve customers.
BRIGHT can help you deliver a consumer-like service experience, improving customer satisfaction and productivity through end-to-end Customer Service Management solutions.
Customer Experience Excellence
Complex cases can be a great challenge and take ages to be solved. Customer experience is usually hurting from the lack of appropriate technologies and IT processes, manual work and lack of connectivity.
BRIGHT’s experience and expertise enable us to provide best practices to cut response time and increase self-service. Our change management excellence helps with changing the perceptions of the support department and the easier adoption of innovations.
We help our customers leverage the ServiceNow platform and ServiceNow Customer Service Management module to ensure complete visibility for informed decision making and a high-quality service experience.
- Optimize the process for handling customer issues to reduce resolution time, provide timely feedback and improve customer experience;
- Integration of all customer-facing channels and back-end support systems to ensure a seamless customer experience;
- Improve employees’ efficiency and their satisfaction from the job done;
- Managing and reducing the costs of running the service desks;
- CRM and ITSM systems integration.
Automated Customer Workflows
BRIGHT focus on high-value services like consulting and architecture to design and support efficient solutions. We help our clients build proactive, end-to-end digital customer experience on a single platform – to stay connected, reduce manual effort and increase self-service.
Connect customer service with all departments in the organization to solve tickets faster, reduce costs, and boost satisfaction.
ServiceNow Customer Service Management module enables the business to improve teams’ efficiency, consolidate or replace legacy tools and benefit from capabilities like:
- Agent Workplace;
- Case Management;
- Knowledge Management;
- Field Service Management;
- Predictive Intelligence for CSM;
- Performance Analytics, dashboards and reports;
- Customer Project Management and many more.
Benefits For Your Business
Scattered and unclear processes, tons of emails and excels exchanged to deliver key services. We work together to eliminate unproductive activities and let people focus on meaningful work.
Transparency and control
You need visibility into your critical services, the daily workload of employees, insights into performance. Together we set up the right KPIs & business metrics to do more with less.
It can be quite challenging to streamline processes and align between business units. BRIGHT has the best practice and experience to support you all the way.
Avoid technology complexity to allow business, IT and security to share a common view over digital identities.
Our Technology Expertise
BRIGHT technology teams use innovative technologies and best practices to deliver complex solutions. Based on the organization’s preferences and setup, BRIGHT can recommend the most appropriate platform and technology for delivering the required capabilities and business goals. Through focused partnerships with leading software vendors, we make your projects a success.
ServiceNow Customer Service Management
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
Our customers are some of the most innovative and forward thinking global enterprises looking to manage complexity and simplify their operations. As trusted partners, we work together to optimize their Business with simple and efficient processes.