Customer service is key to the success of any product and organization. World-class customer service stops at nothing to resolve queries that users have and issues they face. However, to enable this level of customer service, it takes a fully integrated technology stack that empowers every customer service representative. At the heart of this stack lies ServiceNow Customer Service Management (CSM).
Why integrate enterprise tools with ServiceNow CSM
To resolve issues, customer service teams routinely have to work with various teams across the organization. They escalate issues to engineering, request privileged access or specific tools from IT, check with the product team on the product roadmap, and interface with Sales and Marketing who may be the primary contact for the customer. But each of these teams use different tools – Jira, Salesforce, Oracle EBS, SAP ERP – to name a few. To empower your customer service teams you need give them the right tools and platform they need to deliver outstanding service.
If your customer service team isn’t already using ServiceNow, you need to migrate them from their traditional ticketing system to ServiceNow. This bring the advantages of an automated, service-oriented approach to customer service.
Once this is done, you need to integrate ServiceNow CSM with the tools used by other teams like engineering, sales and marketing. This will enable customer service teams to collaborate with other teams on issues without leaving ServiceNow CSM. The other teams as well, can communicate with customer service from the convenience of their own tool. Integrating your enterprise tools in this way ensures world-class customer service.
How to integrate enterprise tools with ServiceNow
SynQ is a ServiceNow certified integration platform based on the industry-leading Informatica Cloud. It lets you integrate any enterprise tool with ServiceNow CSM to enable a modern customer service process. SynQ performs this integration in days, not weeks.
Learn more about integrating ServiceNow and Oracle Customer Data Hub and learn why data quality is vital.