I’m thrilled to announce that Gartner has named ServiceNow a Leader in its 2021 Magic Quadrant for the CRM Customer Engagement Center for the second year in a row.1 We believe this is external validation of our strategy and vision to improve the end-to-end customer experience through our Customer Service Management solution.
Our mission in Customer Workflows is to transform the customer service and support market for the better. To do that, we need to skate where the puck is going, and that’s all about meeting customers at their point of need and in the channel of their choice to actually solve their problems.
According to the Gartner Market Share: All Software Markets, Worldwide, 2020 report, we’re the fastest-growing vendor among the top 15 customer service and support vendors by market share based on 2020 worldwide revenue and year-over-year growth. We achieved 75.6% growth in worldwide customer service and support revenue year over year.2
We’re growing largely because of this changing landscape, where customer service professionals have to constantly adapt to meet the needs of their customers. After only five years in the customer service market, we now have more than 1,500 customers across industries, from high-tech, telecom, and financial services to healthcare, manufacturing, and government.
Trends like direct to consumer, everything as a service, and work from anywhere are driving digital transformation in every industry—and driving transformational change in customer experiences.
We all witnessed this as customers over the last 18 months during the pandemic, sometimes with great experiences, sometimes not so great. Literally millions of customer service agents were sent home overnight. Supply chains were disrupted. Yet, customer service departments still had their jobs to do. Companies that had invested in modern agile customer support systems did well. Companies that had not, suffered significant disruptions, and their customers suffered the consequences.
Disruption is the new constant. That's why speed, agility, and operations efficiency have become so important in customer service solutions.
I’d like to provide two concrete examples of how ServiceNow® Customer Service Management is helping companies deliver better customer experiences and drive operational efficiency. Lloyds Banking Group digitally transformed its mission-critical payment operations in only 12 weeks, significantly improving its customer experience and the experience and efficiency of its service agents in the process.
Previously, agents had 16 steps and had to interact with six different systems. The situation wasn’t good for the agents or the customers. We helped the organization reduce those numbers to two steps and one system of action. As a result, the bank has 70% better resolution times and increased customer satisfaction—all while reducing errors and mundane tasks for agents.
This is a great example of how innovative customers can both improve end-to-end customer experience and drive massive operational efficiency with Customer Workflows. And that’s what digital transformation is all about.
Another customer, Siemens Healthineers, provides medical equipment ranging from MRI, ultrasound, and X-ray machines to respiratory and patient monitoring systems. Because many of these devices are mission-critical, all of the standard customer service key performance indicators (KPIs)—first-time fix rate, mean time to resolve, and first-call resolution—take on a whole new meaning.
Siemens had multiple systems, which led to inconsistent user experiences and the inability to offer seamless self-service. With Customer Service Management, Siemens was able to provide one consistent system of action for its support staff and a modern portal for customer self-service.
Connect engagement to where the work gets done
With the pandemic, we saw that companies that weren’t digitally enabled couldn’t deal with the massive and sudden disruption that hit them overnight. The crisis also highlighted that digitally enabling customer engagement is not enough—that’s only half the story in customer service.
The other half is how you solve the problem or fulfill the request. Although it’s great to have omni-channel digital engagement for customers, if the people doing the work to fulfill the request continue to rely on antiquated systems, you still have bottlenecks and inconsistencies.
The completion of a customer request often spans multiple teams, departments, and back-end systems, which are typically siloed. Traditionally, a lot of this work is done manually via swivel chairs, emails, and phone calls—all glued together by agents and middle-office service workers. Sometimes this workflow isn’t even defined in software and is dependent on tribal knowledge. The result is a slow, inconsistent process that leaves customers frustrated.
ServiceNow takes a different approach by combining great engagement and operations. The Now Platform® is the platform for digital business at scale. We enable organizations to structure their processes into automated, digital workflows in a consistent manner, without losing the flexibility required for their unique needs.
The demand for great, end-to-end customer experiences will only increase in coming years. We’ve seen that innovative companies are embracing digital transformation to improve customer experiences while driving operational efficiencies. We’ve learned that disruption is the new norm and that agility has never been as important as it is today.
The Customer Workflows team is fired up to tackle these challenges, and we’re committed to partnering closely with our customers to deliver better experiences for everyone. We’re just getting started.
Download the full Gartner Magic Quadrant report.
1 Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement Center," Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June 2021.
2 Gartner, Inc., “Market Share: All Software Markets, Worldwide, 2020,” 14 April 2021. Calculations performed by ServiceNow based on Gartner report.
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