ServiceNow customer surveys can be valuable tools to understand customer satisfaction, sentiment and service quality if there is complete and accurate feedback. However, the following issues remind us why it’s a challenge to get maximum value from surveys: 15% is the average customer survey response rate¹ 50% or higher survey response rate should be considered excellent in most circumstances² 30% – 40% response […]

As organisations look to transform the level of service and interaction with their customers/citizens, more and more are utilising ServiceNow to not only manage work flowing through the ‘middle office’ and ‘back office’, but also the most important layer which is the ‘front office’ or the engagement layer. ServiceNow’s Customer Service Management (CSM) product is […]

TMLabs are pleased to release an update to our ‘Service Portal Integration for Emergency Self Report’ application. Music: https://www.bensound.com This update allows employees to include their location when reporting their status on the Service Portal. This location data is then mapped on a management dashboard providing a 360 view of staff impacts across the globe. Our […]

In this time of immense pressure and uncertainty, it is heartening to know a company like ServiceNow is stepping up to support its customer base by offering a range of Crisis Management applications built on the Now Platform. More info here: https://www.servicenow.com/solutions/crisis-management.html. Here at TMLabs, we’ve also been actively working away to enhance the user […]