Enhancing Retail Customer Experience with ServiceNow Solutions

Customer Profile

A retail major giant delivering grocery, related products, and customer support services to 500 independent grocers

Business Challenge

The retail giant faced a severe talent crunch in building solutions for their customers and optimizing the ServiceNow platform due to severe customizations. Resources couldn’t roll out omni-channel support and offering self-service solutions.

Scope of Services

Build and enhance the existing features and functionalities by implementing Customer Service Management (CSM) with IT Service Management (ITSM), without impacting the current process.

Solution Highlight

The case management life cycle was redesigned to with the help of business analysts, reviewed the customer feedback and tailored the case management workflows within the budget and administrative factors, deployed the standard collaboration templates to improve the response timelines and resolution metrics.

Customer Benefits

Successful deployment of Customer Service Management in multiple release cycles, aimed at technical service desk, followed by other departments. Enhanced customer experience with increased response and resolution times. Connecting customer with back-office support teams by leveraging ITSM solutions.

Transformation Impact

Tailored approach led the customer to reap the benefits of both ITSM and CSM solutions. CSAT improved by 45%, reduced the process bottlenecks and standardized use of templates, responses, thus improved the CSAT by 35%.