ServiceNow Customer Service Management Reviews

ServiceNow Customer Service Management offers significant return on investment by efficiently handling customer complaints, managing service requests, and reducing costs in various operations. Its efficiency often leads to improvements in annual revenue exceeding five to ten percent. The ability to effectively track all incoming tickets and manage replacement orders contributes to quick return on business investments. The ROI highly depends on the deployment factors, quality of the solution partner, and clarity in business understanding.

ServiceNow Customer Service Management is considered expensive by users, often rating its pricing between six and seven out of ten on a cost scale. It can cost around half a million dollars per year, which may be prohibitive for smaller businesses but is viewed as valuable by enterprises due to its operational benefits. Some users find its pricing justified given the significant efficiencies and business enhancements it provides.

• "The product has a premium price"
• "I rate the tool's pricing a six out of ten."
• "I rate the product's pricing a five on a scale of one to ten, where one is cheap, and ten is expensive. The solution is neither cheap nor expensive."

ServiceNow Customer Service Management is primarily used for commercial risk management, IT CRM, vendor management, and integrating with IVR systems for ticket tracking. Organizations use it for incident, problem, change, and service management. It supports workflows related to environment management and services, enhancing customer service. ServiceNow assists in managing infrastructures, deployments, and customer complaints, while maintaining ITSM processes separately for backend operations, ensuring efficient ticket resolution without exposing technical details to customers.

ServiceNow Customer Service Management's support is generally responsive and effective. Technical support rates between good to excellent. Companies appreciate prompt assistance through helplines and portals. Support quality varies with service packages; premium packages offer faster responses. Some organizations prefer using dedicated teams or partners for better understanding of intricate configurations. Understanding of technical complexities is occasionally limited, and additional technical expertise is desired by some users. Multilingual support and frequent updates on ticket status are notable features.

ServiceNow Customer Service Management's initial setup is generally straightforward. It often requires multiple teams and guidelines for aligning processes. The setup phase usually spans from weeks to several months, depending on customization needs. Adhering to standard recommendations simplifies the process, while heavy customization can complicate maintenance. Various ratings reflect this, with some averaging around seven to eight out of ten. Subscriptions and cloud access are necessary, with deployment often occurring in private or hybrid environments.

ServiceNow Customer Service Management is rated highly for scalability, often scoring nine out of ten. It efficiently supports numerous users and transactions without performance issues. Many organizations, including those with thousands of employees, find it customizable and adept at handling cross-functional operations. The solution automatically expands capacity as needed, fostering self-service models and streamlining IT processes while offering ample space for documents, transactions, and workflows. It facilitates smooth business operations and consistently adds features to support diverse needs.

ServiceNow Customer Service Management is consistently described as stable, backed by two yearly releases with updates and features. Users rate its stability around nine out of ten. It effectively manages numerous transactions and users, though portal issues can occur due to development and traffic distribution. While customization limitations exist and some operational delays were noted, most users report no significant downtimes or crashes, making it reliable for continuous operation.