Handle larger case volumes faster and

more efficiently

CSM in Property Management:

Unify large networks and

different systems in one

 
Industry: Property Management
Technology: ServiceNow CSM

 

 

 

Our Servicenow services

 

Highlights

Faster case resolution

Load reduction via self-service

Efficient task automation

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Challenge 

The customer is a trusted integrated property service provider in the DACH region, offering a comprehensive suite of services that span the entire property life cycle. With a team of 1,000 experts, they deliver national reach while maintaining deep local expertise. However, their commitment to excellence, innovation and security is held back by the efficiency of their service system.

The company faced the challenge of managing an extensive vendor network and processing a high volume of orders, demanding significant manpower to uphold customer satisfaction. As it grew, its landscape expanded to include various systems that lacked the necessary integration, leading to media disruptions and fragmented processes. This resulted in manual processes, delays in case resolution, and extended onboarding times for new employees. 

To address these issues and deliver exceptional service, the company sought a solution to streamline operations, improve efficiency, and provide a unified platform for the team.

Solution 

To address the challenges, the company needed a solution to unify processes, reduce manual tasks, and empower customers with self-service capabilities. ServiceNow's Customer Service Management (CSM) platform provided a powerful, unified solution that streamlined all workflows and knowledge bases. With a single interface, agents could now resolve issues faster. Automating administrative tasks with features such as case creation, categorization, skill-based case assignment, email-to-case and phone call summary significantly saved time and effort.

This integration boosted agent productivity while drastically reducing onboarding times for new employees. Managing external service providers also became more efficient through proactive, seamless communication with tenants and vendors. Moreover, CSM's self-service features, powered by an AI-driven chatbot, enabled customers to resolve common issues with the help of knowledge articles, improving satisfaction through faster issue resolution.

The platform's real-time visibility and monitoring capabilities allowed the customer to identify areas for improvement and proactively address potential issues. Additionally, CSM's support for mobile devices ensured a seamless and efficient experience for both agents and customers.

By automating administrative tasks, unifying data, and accelerating case closures, ServiceNow and DIGITALL transformed operations, driving efficiency and customer satisfaction. The next step under consideration is leveraging ServiceNow's Field Service Management for further improvements.

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ServiceNow's CUSTOMER SERVICE MANAGEMENT capabilities for property management include:
  1. Self-service with tenant portal
  2. AI-based virtual agent (chatbot) with FAQs and knowledge articles
  3. Omnichannel support (phone, email, SMS/WhatsApp, chat, walk-up, ...)
  4. Knowledge (database with information on case resolution)
  5. Property management (property, rental unit, tenancy, rental agreement, tenants)
  6. Customer case management
  1. Templates for faster case classification
  2. Guided processing of cases (playbooks)
  3. AI support when processing cases
  4. Dashboards
  5. Calendar with synchronization
  6. User / customer / registration management
  7. Proactive customer communication for cross-tenant problems
  8. Dynamic translations
  9. Integration Hub

 

Our Services

We support you on every step of your ServiceNow journey, from consulting to implementation and ongoing support.

Our Value

  • High customization  We achieve high customization through extensive and precise configuration, minimizing the need for complex coding. 
  • Adaptability to business needs  We ensure scalability, flexibility, and customization to meet evolving business requirements.  
  • Industry and business know-how  Our teams bring over 20 years of experience across various industries and understanding for intricate business processes, industry-specific challenges. 
  • Integration of best practices  We commit to implementing proven strategies and practices to enhance efficiency and effectiveness.  
  • Expert team The advanced technical expertise of our teams covers a broad spectrum of technologies and their specifications. Thanks to the extensive DIGITALL portfolio, we look back on solid know-how in service-oriented projects and all relevant areas of the ServiceNow platforms. 
  • Trust & customer-centric approach  We build long-term relationships based on trust, collaboration and open communication, focusing on optimizing and futureproofing processes. 
  • Value maximization  We prioritize delivering maximum value to organizations, ensuring that every solution corresponds to their business goals and results in success.