Putting Service First - Insights from Today's Customer Service Leaders
ServiceNow commissioned Intergram Research to survey senior managers in customer service roles at 200 U.S. enterprises with at least 500 employees. Their goal was to discover how the very best organizations break through to deliver superior customer service.
Respondents were asked seven questions related to customer service best practices. Point values were assigned to each answer. Organizations with scores ranked in the top- third were classified as “top-tier” while the bottom third were classified as “bottom-tier.”
The survey revealed three characteristics that separate the companies with the very best customer service from those that struggle.
Download the Survey Report to see the results and underlying strategies for delivering excellent customer service.
View study
Seven Weeks and a Day to Transform IT
Standard Life provides long-term savings and investments through 9,000 employees to approximately 6 million customers worldwide. The company decided to consolidate and replace some of its disparate ITSM tools with ServiceNow. Initial benefits have included a single front-end for request fulfillment and a 25 percent improvement in meeting its SLAs for incident management. ...
Equinix Increases IT and Employee Productivity with ServiceNow Cloud-Based IT Service Automation Solution
A global data center provider, Equinix Inc. offers network-neutral data center and interconnection services in 15 countries in the Americas, EMEA, and Asia/Pacific. Its services include co-location, traffic exchange, direct cloud access, and outsourced IT infrastructure solutions. With a customer base of more than 4,500 companies, Equinix operates in 32 markets across five continents.
Despite operating globally, Equinix was still using a combination of six solutions for its IT service management (ITSM) efforts as recently as 2009, with each re ...
Magic Quadrant for Content Services Platforms
Content services platforms are key components of the digital workplace and digital business. At a time of increased emphasis on the cloud, ease of use, AI and governance, this report will help those responsible for digital workplace applications find the right vendor for their strategy. ...
The Business Value of SolidFire All-Flash Array Storage Systems
All-Flash Arrays (AFAs) wandeln Enterprise Storage nicht nur im Hinblick auf die Performance sondern auch durch ihre Fähigkeit, sowohl IT-Infrastruktur als auch Business Transformation zu ermöglichen. Durch kontinuierliche, sub-millisekündliche Reaktionszeiten und das Handling von Hunderttausenden bis Millionen von Input / Output Operationen pro Sekunde (IOPS), eignen sich AFAs wesentlich besser für die Workloads von heute als eine Speicherinfrastruktur, die auf Legacy-Festplatten (HDD) basiert. Häufig wird in der IT-Branche angenommen, dass zu ...
Becoming an IT hero: Giving your team the flexibility they want and the security they need
Any IT pro knows why this behavior—often called Shadow IT—is an issue. While many consumer tools often have great usability, they aren’t usually built to offer the security, speed and functionality required for professional use. Even so, business managers are using the rapidly evolving forces of cloud computing, social media and information management to adopt
new technology before IT departments even have a chance to discover it. This leads to employees working with free applications, as well as their personal laptops and smartphones—often wi ...
Featured content
Powering Digital Transformation at the BBC with Scalable, Flexible Identity Management
The BBC: The World’s Leading Public Service Broadcaster Since its foundation in 1922, the British...