Suma Soft Transforms Customer Service for a Global Retailer with ServiceNow CSM

Client's Background

A prominent international retail company operating a sophisticated omnichannel business model that seamlessly integrates a substantial online presence with a widespread network of physical stores. The company caters to a diverse and expansive customer base, spanning numerous geographical regions and demographic segments. Aiming to deliver exceptional shopping experiences consistently, the organization continuously pursues service excellence, focused on refining service delivery and maximizing customer satisfaction across all channels.

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Challenges

  • Scaling Service Delivery:

    Managing the complexities of providing high-quality service to millions of customers worldwide, especially during peak seasons.

  • Evolving Customer Expectations:

    Keeping up with rapidly changing customer preferences and technological advancements.

  • Optimizing Service Efficiency and Reducing Operational Costs:

    Balancing the need for exceptional service with the imperative to manage costs effectively.

  • Data to Personalize Customer Interactions:

    Effectively analyzing and utilizing customer data to deliver tailored experiences and targeted offerings.

  • Customer Satisfaction Across Regions:

    Addressing customers' unique needs and cultural nuances in different markets.

Project Requirements

  • Unified Channel :

    A unified platform that offers customer interactions, access case details, collaboration with colleagues, and finding relevant resources that equips agents with everything from a single, intuitive interface, aiming for a 25% improvement in agent efficiency.

  • Efficient case management :

    A streamlined process of tracking, resolving, and escalating customer issues on a centralized platform for managing cases that results in a 30% reduction in case handling time, ensuring swift resolution and clear communication.

  • Real-time insights :

    Valuable insights into agent performance, identify areas for improvement, and optimize resource allocation, ensuring efficient and effective customer support, aiming for a 65% increase in customer satisfaction.

  • Consistent Data Base :

    Optimized data flow that eliminates data gaps and enhances the overall functionality of the customer service ecosystem, contributing to a 40% improvement in data accuracy.

The Suma Soft Approach

Suma Soft partnered with the client to implement ServiceNow Customer Service Management (CSM), which was customized to meet the specific needs of a global retail organization. The implementation focused on unifying the customer service experience, automating workflows, and providing agents with the tools to resolve issues quickly and efficiently.

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ServiceNow Solution

Transformed Customer Service Operations: The ServiceNow CSM solution transformed the client's customer service operations, making them more efficient, proactive, and customer-centric.

  • Centralized Case Management:

    Centralizing customer service processes on the ServiceNow platform streamlined case management, ensuring efficient resolution and clear communication. This resulted in a 25% reduction in case resolution time.

  • Reduced Response Times:

    Seamless customer support ensures smooth ticket routing and efficient response management regardless of the customer's preferred communication method, contributing to the 20% improvement in first response time.

  • Improved Support Consistency:

    Integration of seamless customer support across multiple channels, including phone, email, chat, social media, and mobile apps, ensuring smooth ticket routing and efficient response management.

  • Automated Workflows:

    Automated workflow that enables employees to focus on complex matters and personalized interactions, ensuring efficient case routing and escalation management, improving agent productivity by 40%.

  • Knowledge Management Module:

    A centralized knowledge base of articles, FAQs, and solutions that resolve issues quickly and accurately while providing customers with a valuable self-service resource, leading to a 15% reduction in support ticket volume.

  • Self-Service Options:

    Modernized self-service portals reduced case volume by 10% and transformed customer service into a value-adding function, with 25% of customers now using self-service options for issue resolution.

  • Real-time Visibility:

    Management gained real-time visibility into key service metrics, including customer satisfaction scores, case resolution times, and agent performance.

  • Data-Driven Optimization:

    Our data-driven approach allowed for optimization of service processes and ensured high-quality customer support.

Business Outcome

Through the implementation of ServiceNow CSM, Suma Soft helped the global retailer improve its customer service operations by offering:

  • 10% Enhanced agent productivity through automation .

  • 25% Increase in positive customer feedback

  • 40% Improvement in agent efficiency

  • 10% Reduction in customer churn

  • 20% Reduction in case resolution time

  • 15% Increase in overall customer satisfaction scores

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