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Advanced Customer
Lifecycle Management

About Us

A financial services provider specializing in consumer credit products faced issues with disjointed customer lifecycle systems, leading to inconsistent experiences and inefficiencies. They adopted ServiceNow FSO to streamline processes and improve customer experiences. The advanced Customer Lifecycle Management integrated onboarding, service provision, and retention, enhancing efficiencies and customer consistency.

FSO Implementation Highlights

Advisory and Consulting

Unified Customer View

We integrated data from various touchpoints to comprehensively view customer journeys, enhancing service delivery and customer satisfaction.

Advisory and Consulting

Lifecycle Trigger Automation

We used ServiceNow's workflow automation to automate key lifecycle triggers like renewals, limit changes, and proactive care initiatives.

Advisory and Consulting

Segmentation and Personalization

We utilized ServiceNow's AI and machine learning to segment customers and personalize services dynamically.

Solution Details

Advisory and Consulting

Customer 360 Dashboard

We developed a comprehensive ServiceNow dashboard, enabling agents to access all relevant customer information and interactions.

Advisory and Consulting

Proactive Service Management

We used predictive analytics to provide proactive services, such as advanced limit increases and personalized product suggestions.

Advisory and Consulting

Integration with Marketing Platforms

We used integrated external CRM and marketing automation platforms to harmonize marketing and service efforts, enhancing customer engagement and promoting cross-selling opportunities.

Outcomes

30%

Improved customer satisfaction via personalized service

20%

Operational cost reduction and enhanced Service agility

15%

Increase in customer retention rate via targeted engagement

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