Proactive Customer Service Operations enables companies to proactively initiate case workflows and notify impacted customers.
It also breaks down the silos that exist between the processes and systems used by customer service and operations teams.
Additionally, it enables companies to track the services purchased and used by customers…
As well as enable operations teams to view the customers affected by service disruptions...
... and create proactive cases for customer service.
Together, this improves the customer experience by reducing the time to resolve issues and lowering inbound calls.
Let’s see how this works.
Ann is a network engineer for a company that offers a loyalty solution to its customers.
This loyalty solution is critical to their future growth, so they can give customers proactive service from issue to resolution.
From the Operator Workspace, Ann has a network view of the many different services that she manages.
She immediately notices the critical alerts, in red.
Ann sees the rewards processing service, under the Loyalty service group, is flagged as critical.
This is a new solution that was launched for customers, so she wants to be sure to give this her immediate attention.
Clicking here provides information on the severity of the alert.
The top alert indicates that this is a disk space issue.
She also sees the severity is critical, and the priority group is urgent.
As well as the number of services impacted and configuration item.
From the Alert, she clicks here for more details.
She sees that an Incident was automatically created…
Next, she needs to identify the customers who are using the rewards service and are affected by this issue.
She can already see that two items are showing under the affected install base items related list...
... so she clicks to get a better view.
Ann sees that these two customers are being affected by the rewards processing service.
In reality this list can be much longer.
In order to make sure this is handled as expeditiously as possible..
... she wants to create a case for customer service...
... so she clicks here…
…and fills out the form.
And here we see the case is created, which means customer service has been informed that there might be an issue.
Since Multiple customers are impacted, a major case is automatically proposed.
Now let’s see what that looks like from the view of the Major Case manager, Beth.
She’s going to determine if this qualifies as a major case and if so...
... should she trigger an advanced workflow to manage the issue.
Beth has access to the information she needs to determine if this case should be designated as a major case.
She sees that the case is proactive, telling her it came from event monitoring...
... that it came from the alert channel, and that an alert was generated…
…as well as when it was created.
Here’s a summary of the issue…
…as well as comments that have been associated with the case.
Clicking here displays just how many customers are impacted by the affected service.
Note that she has the same view as her colleagues.
Beth decides she wants to promote this case to a major case...
... but first she raises the priority level to high…
…And saves it.
Then she promotes it to a Major Case…
Now that it has been designated as a major case...
... the next thing Beth wants to do is create child cases so that customers will be alerted when there is an issue.
This shows that a recipient list for all affected customers has been automatically generated.
Clicking here will create a new child case for each customer affected.
And here we see that two child cases have been created.
In this case, one for each customer.
Meanwhile, the Network Operations manager Engineer, Ann, is accessing the incident that was associated to the original alert.
From here she updates the state to let others know that the incident is being worked on.
…and she adds a note.
Now, Beth, the major case manager – and anyone associated with the issue...
... has visibility into the updates Ann has made, all within the single view of the major case.
Now, with a single update to the major case…
… all necessary information will be visible to all affected customers in their related case.
You can further automate some of the steps shown here to help customize your support options meet your business needs.
Proactive Customer Service Operations enables companies to break down the siloes between service groups...
... proactively initiate case workflows and notify impacted customers.
This improves the customer experience by reducing the time to resolve issues and lowering inbound calls.
For more information, see our product documentation, knowledge base, or podcast.
Or ask a question in the ServiceNow Community.