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KPMG and ServiceNow | Customer Service Management

KPMG and ServiceNow | Customer Service Management

Helps customer-facing organizations benefit from customer management




ServiceNow Executive Sponsor and US Practice Lead Partner

KPMG in the U.S.


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Customers are hard to find and harder to keep

Companies spend billions creating and placing advertisements that often set up lofty customer expectations. The same organizations spend a fraction on service planning and design leaving customers disappointed and disloyal. It’s not enough for organizations to be first to market with the best product or service. They have to consistently and cost effectively exceed customer expectations to remain competitive. According to Forrester’s 2016 US Customer Experience Index (CX Index™), 84 percent of brands got “OK” scores or worse from their customers in 2015, a clear sign their customer experience management approach isn’t working. With the right customer service model and technology, customer-facing agents can have the power to see what products and services customers use, where they use them and progress of outstanding orders or issues. That’s when organizations can achieve service excellence.

Many organizations are turning to service management to improve service quality. As a process information technology departments commonly use, service management can also provide a consistent, scalable, and automated way to improve customer interaction. ServiceNow® Customer Service Management is a software solution that enables organizations to connect their sales and support functions to provide a holistic customer service experience. The software allows customers to communicate with vendors via multiple channels, and agents can resolve issues, answer questions, and fulfill requests. Many IT departments have already invested in ServiceNow but don’t realize the application can easily and naturally extend service management to customer service. The team from KPMG LLP (KPMG) can make that connection.

Improve customer experience and reduce costs

Implementing ServiceNow as a service management tool is an important step, but the tool works only as well as the service strategy. In addition to configuring the software, skilled KPMG professionals focus on helping create the desired customer experience, and creating that experience for the right cost. They use a collaborative, agile approach to unify traditional handoffs between multiple platforms and people into a single platform. The result is a transparent view of the entire customer lifecycle. Service calls that took multiple points of contact can be resolved in one.

The KPMG team brings experience in evaluating and enhancing entire customer service processes to revolutionize the customer experience – from the moment the sale is made all the way through configuration and support. They begin by thoroughly analyzing customer sales and support workflows and processes to create a holistic customer support lifecycle.

Next they establish a data model as a design roadmap to connect all sales and support processes, workflows, and systems. Then the system integration begins.

Most importantly, KPMG professionals skilled in organization change management work with organizations to create and implement an employee communication and training program. That way, customer-facing agents can use new workflows and practices to analyze and manage problems, determine root causes, and offer resolutions such as training or documentation to improve the overall customer experience.

If an organization already uses ServiceNow for other functions, the KPMG team can bring together IT and CSM for a faster, more streamlined CSM implementation. That way, IT organizations are able to expand their value, expertise, and the ServiceNow investment across the enterprise.


Imad Anabtawi, KPMG LLP

ServiceNow Alliance Director



Brian Jewett, KPMG LLP

ServiceNow Sales Leader


Some or all of the services described herein may not be permissible for KPMG audit clients and their affiliates or related entities. Any trademarks or service marks herein are the property of their respective owners.

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