When looking at the recent ServiceNow Xanadu release, it’s clear that the main focus is still set on enhancing customer service agent efficiency with AI-powered tools and improving the overall B2B2C services model.
Now, to better understand the changes and updates that came with the Xanadu release, let’s have a look at an example scenario.
Example scenario
You are a European brand that wants to expand its business to Asia. In the beginning, you would like to cooperate with a business partner to develop a new market instead of establishing a new branch.
What happens when your new Asian consumer needs your agents’ support? Let’s explore possible situations.
Situation #1
The consumer reports an issue to your internal support agent but your agent is NOT in the same location as the consumer and it’s very possible that they do not speak the same language (both literally and figuratively). The only option is to rely on your external business partner in Asia to resolve the issue on-site, such as handling repairs.
The problem with this solution is that when a consumer issues a report, it will be passed on between your internal agent, and external business partner and in the end, it can go back to the consumer. It can cause a lot of misunderstanding and major delays in resolution time.
Situation #2
The consumer reports an issue to your external business partner and they may help the consumer immediately but you are not aware of the issue and you can’t track the future action because the partner is not using the same platform as you are.
Situation #3
The external business partner needs to contact your internal support to resolve the customer’s issue. Using different customer service management solutions creates a lack of transparency for the customer. The disjointed process leads to longer resolution times.
Clearly, none of these scenarios deliver optimal service to your customers.
The best solution would be to include your external partner’s support team in a similar role as your internal agents. And with the ServiceNow Xanadu release it is now possible.
Conclusion
Thanks to the Xanadu release, you can now give external business partners an agent role. That simplifies the process of customer service support and makes sure that all parties have the same information in real-time, at every step of the process. It’s a huge enhancement to the ServiceNow CSM module and will benefit many organisations that want to scale their business to other markets.
If you want a demo or more details about what can ServiceNow CSM do for your organisations, get in touch with our team.