ServiceNow Customer Service Management (CSM) is intended to fundamentally change how insurers serve their policyholders, brokers, and agents to provide better service: faster resolutions, improved communication, and integrated experience across each interaction. Attaining those results does not happen without consideration and effort. Success starts with ensuring strong internal alignment among teams, processes, and objectives, long before setting up the platform.
This is where we come in with our Insurance CSM Implementation Workbook. This practical workbook provides a step-by-step process to help get your organization aligned to ensure that when you deploy ServiceNow CSM, you’ll do so with clarity, intent, and a common vision for success.
What the Workbook does for you:
1) Map current customer service workflows through different channels:
From phone to email to portals, chat bots, and in-branch, the workbook helps you document the complete picture of how service is delivered today.
2) Identify pain points related to FNOL, policy servicing, and claims:
Identify where delays, lag, handoff issues, or miscommunication occur allowing you to target your efforts on where it matters most.
3) Align CX objectives with operational realities:
Ensure your customer experience aspirations (faster resolutions on claims, first contact resolution, enhanced customer communication, etc.) are within the resources (people, process, and tools) that you have today.
4) Determine success measures beyond ticket volume:
Develop measures that measure what matters (customer satisfaction (CSAT), net promoter score (NPS), claim cycle times, operational efficiency, etc.), so that you can track real business value.
5) Clarify stakeholder responsibilities from IT, operations, claims and customer experience:
Clearly articulate the stakeholder’s responsibility over each part of the service journey to help remove confusion and to clarify accountability.
Whether you are just beginning to explore ServiceNow CSM or are already developing planning for your deployment, this workbook can help set the stage for a confidence, coordinated, and well-governed implementation. By investing some initial time to align people to processes on technology will help you to avoid potentially costly mistakes, shorten time-to-value, and help you to provide a better experience for both policyholders, brokers, and agents on day one.
Want a Copy of the CSM Readiness Workbook?
Email contactus@apnconsultinginc.com to get your free copy and schedule a consult with our ServiceNow CSM team.