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ServiceNow CSM Success: Focus Brands

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I trust ServiceNow as a complete service management system. I'd rather go with ServiceNow CSM—built upon service management best practices—than go with a solution that only handles a few of our customer service workflow needs. If we are to further our digital transformation, we need a robust, comprehensive platform. ServiceNow is that platform, and Crossfuze is the partner to help us take advantage of all the value the platform offers. R AMI ABDUL-HADI, FOCUS BR ANDS Results Despite Focus Brands' complicated situation, Abdul-Hadi says their developer handled everything smoothly. Implementation began at the beginning of 2019; by April 2019, ServiceNow CSM was implemented, and Abdul-Hadi and his team were seeing the results they were hoping for. Stability: As a cloud solution, ServiceNow CSM isn't hosted by the companies that use it. When companies host a system themselves, there can be outages and connectivity issues, meaning the solution is sometimes completely nonfunctional for customers or employees. But Focus Brands has been able to rely on ServiceNow CSM, experiencing the stability that the Cloud provides. Focus Brands' CSM instance has also stayed stable through upgrades and daily use. Abdul-Hadi has found that when ServiceNow makes updates to CSM, those updates work well and don't interfere with any changes he and his team have made to the instances. Seamless upgrades are important to ensure there is no disruption to the user community. Easy to Use: Focus Brands' customers were already using ITSM, and they found it just as easy to use CSM. As with ServiceNow ITSM, users simply needed to log in and fill out an incident report form. From there, they had full visibility as their ticket moved through the workflow toward resolution. The transition was easy. All the Functions They Needed: The functionality of ServiceNow CSM has been just what Abdul-Hadi and his team were looking for. From ticket visibility and quickly escalating support needs to the ability to create custom knowledge bases and assign them to groups, these functions significantly improved workflow efficiency between IT and the user community, such as employees and franchise owners. Smooth Sailing: Focus Brands' employees and customers are submitting around 8,000 tickets per month through ServiceNow CSM. That's 8,000 problems being solved quickly, efficiently, and with the highest degree of satisfaction. However, Abdul-Hadi says numbers aren't the primary way he measures success. "The way I measure success is that nobody's complaining," he says. "I don't have to show users that ServiceNow CSM is performing. We just show them how to log in and submit and see tickets, and they take it from there. We've had no complaints with ServiceNow, and that is a key way I define success." If Abdul-Hadi has one complaint, it would be that the company isn't using ServiceNow more than they currently are. Focus Brands currently uses ITSM, CSM, and Change Management. As a ServiceNow administrator, Abdul-Hadi would love to see the company using the configuration management database for inventory and using the project management application. "ServiceNow works best when you use it as a complete service management solution," says Abdul-Hadi. "When you integrate more services, you get the full set of benefits and value of the ServiceNow platform. We're happy with the stability, ease of use, and functionality that ServiceNow is providing for us. I look forward to expanding the platform deeper and wider into our organization." © 2020 Crossfuze. All rights reserved. Crossfuze is the industry-recognized workflow advisory company helping organizations leverage strategic platforms to improve the employee and customer experience. LETSTALK@CROSSFUZE.COM ∙ CROSSFUZE.COM LETSTALK@CROSSFUZE.COM ∙ CROSSFUZE.COM Crossfuze-CaseStudy-FocusBrands-US-APR20

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