ServiceNow Technology Providers Service Management TPSM

As tech providers grow their businesses and drive innovation, they must ensure exceptional customer experiences in every interaction while keeping processes scalable and efficient. Customers want fast, responsive service. While self-serve portals and customer support can quickly receive requests, resolving them usually involves multiple teams working in siloes, leading to manual and error-prone hand-offs with lack of transparency and poor visibility.

Due to the high integration costs, partners are poorly integrated into the tech provider’s end-to-end ecosystem. This slows down resolution, is inefficient, and leads to poor customer, employee, and partner experiences. Further, onboarding enterprise customers into a provider’s environment is often intricate and involves multiple stakeholders. Typically, this process is unstructured, ad-hoc, and poorly managed, resulting in slow, error-prone, and costly onboarding. Tracking and communicating the process timeline and status to the provider’s team and customers in this environment is challenging.