ServiceNow and Zoom prove that great customer experiences matter


Man at computer talking

As the world transitioned to shelter-in-place mode this spring, businesses that were digitally enabled fared better than those that had not fully embraced digital transformation. Companies in

every industry, including tech, manufacturing, telco, and healthcare, are creating digital services to protect revenue in the COVID era. To scale and succeed in the current environment, however, these services need to provide a great customer experience.

Many organizations—including Zoom, Disney+, 7-Eleven, State of Tennessee, Verizon and Vodaphone—have turned to ServiceNow to help scale their customer operations and enable growth through digital services.

The recent partnership announcement between ServiceNow and Zoom put a big smile on my face. As we all navigate the messiness of working from home during a pandemic, Zoom has revealed our collective humanity, blending formal business conversations with personal connections. Call it mutually assured empathy, as kids, pets and grandparents (or in my case, goats) fill the backgrounds of our work calls. At a time when there is more competition than ever to provide enterprise-level digital services, those personal connections have only improved the customer experience.

Like many other enterprises, ServiceNow relies on Zoom to keep our employees connected and productive. Zoom’s usage rocketed to 300 million daily meeting participants in April 2020, up from 10 million in December. With that massive increase in customers, the company adopted ServiceNow’s Customer Service Management (CSM) solution to scale its customer service operations and enable critical communications capabilities for its global community. CSM also provided proactive case management and personalized self-service options to help manage the influx of customer requests.

Zoom has become a trusted pillar of ServiceNow’s infrastructure, one we use to serve our employees and our customers efficiently and collaboratively. Zoom hardware will also replace ServiceNow’s legacy phone system and provide a connected and seamless experience for its employees, whenever and wherever they may be connected.

I’m thrilled that Zoom is not only standardizing on the Now Platform to power its customer service for its new Hardware as a Service business model, but also using ServiceNow’s IT and Employee Workflows to help power its internal business processes.

Zoom will soon broaden its deployment of ServiceNow solutions to couple its existing deployment of ITSM to include ITOM Health, Field Service Management, HRSD, and ITBM, which will allow the company to resolve issues faster and, as a result, be more responsive to customers.

The Now Platform will also enable Zoom to proactively monitor its worldwide infrastructure. When issues arise, Zoom can either provide customers with an immediate workaround or, in some instances, resolve a potential issue before it even occurs.

I’m proud that Zoom chose ServiceNow as the platform to help manage its exponential growth while keeping the world connected and productive.  And because my global customer support team depends on Zoom to be always on and ready to perform, I’ll also rest easier knowing Zoom is using our technology to enhance its customer service.

I know we’ll rise to the challenge. Great customer service breeds customer loyalty, which in turn drives revenue protection and growth. That’s something every business can get behind.  

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