hey this is John I just want to welcome everybody to our webinar today we're going to start promptly at 202 we've got some folks still logging in so we're going to give up another 60 to 90 seconds to get on board and then we'll start at 202 and look forward to talking with you guys in just a few minutes you and I believe we have a couple more folks to it we're going to start right here in a second James want to make sure you can hear me sir coming in loud and clear great all right so we'll go ahead and get going I think the record button is is moving along listen just good afternoon everyone and I just want to welcome you to our Cove Estes webinar why customer experience leaders you're choosing service now for their customer support as many of you know the landscape of customer service and support is very dynamic today customers expectations are an all-time high concerning their experiences today you're going to hear from where the leading experts and how ServiceNow is changing these dynamics and helping customers just like you satisfy their customer needs and doing it with the light so I just wanted to say good morning good afternoon I'm John winters I'm a business development manager for Co Vesta I come over 50 plus your background and traditional customer service technologies working with large global context under platforms focused on customer experience today this webinar will focus on three key areas one the changing landscape of the traditional customer service model to technical innovation to increase customer loyalty and lastly breaking down customer service silos with use of automation within the customer experience process so feel free to ask questions via the chat feature we'll have time towards the end to answer as many of those as time permits if they don't get that all of them won't get to them in a follow-up email and posts and then lastly out this is being recorded and you'll be provided with a link for the webinar playback after the session but without any further ado I just want to reduce a great friend of mine and wonderful teammate James Devine the senior Solutions Architect with capacity Jameses uh is an expert in customer service management CSM will actually be teaching the CSM fundamentals class at the pre-conference training and service right before service now is knowledge 19 event in Las Vegas in early May so we're glad to have him James do you sail at everybody and when you do get the folks as quick preview of what they're going to see today that may be different than what they've seen the pass with customer service and customer experience sure thank you John hello everyone James Devine before I get to my intro I'm just going to give a quick preview what I have planned we're going to talk about what sets customer service management also known as CSM apart from other support models we're going to look at a couple of our case studies and then towards the end we'll talk about how to start your journey that's what we have on tap for today a little bit about me as as John winter said I'm James Devine a senior solutions architect and the CSM team lead at Kovac I have been implementing ServiceNow our partner capacity for 10 years and with confessed ik for about five and a half for the past four years I've been almost entirely dedicated to the customer service management space I've been very fortunate to get a lot of hands-on experience with some of the earliest projects of service announce customer service management learned an awful lot along the way it's really been a fun ride and I continue to see really new and exciting use cases for for the suite as well as the processes as John also mentioned I'll be teaching my seventh course in the pre-conference training and knowledge at the knowledge conference next year if you're not familiar I'm sorry that next month about we can have actually if you're not familiar with the knowledge conference that ServiceNow puts on it is a fantastic session put on is about four days of non-stop material most of it is customer driven I think 80% of these sessions are actually delivered by customer so you actually get to hear a lot of real world stories of abuse cases for ServiceNow in the various process area there's always a pretty heavy emphasis on CSM and if you are registered for the CSM fundamentals course is part of pre-conference training I believe there are already 60 some people in there there's a few seats left but I will be teaching that course again this year Becky you drew great James thank you I know there's a number of existing convective customers with us today but for those of you who are new to Koh Vesak I'm going to take three to four minutes and just share a little bit about us we have Co Vesta core 18 years service management consulting organization and we're very proud of our eight-year partnership with service now we're gold lever partner for ServiceNow we're certified gold and implementation services licensing sales and we're also a certified training partner ServiceNow is our only service management solution partnership and we are headquartered in Kirkland Washington and work across the United States and many commercial and enterprise organizations across many different business sectors our vision is to enable our clients to harness the power of their technology investment focus on the support of our clients that they need to be more efficient more responsive and more effective and lastly with the technology and expertise we can bring we make it possible then to successfully achieve their positive business outcomes we have a three-prong practice area you can go to our go-to-market one is our ServiceNow consulting which states and I are heavily vetted in our consulting extends for roadmap planning to platform and by enablement implementation and managed services we have experience across the ServiceNow platform including ODS and service management at the operations management customer service security operations governance risk and compliance our second practice is our IT operations main services and it's focused on tackling security and technology operations reducing costs and helping clients go rapidly to meet their objectives our third practice is our staffing and project delivery these services help customers with critical projects and help to augment their team and staffing to solve their capacity challenges and deliver in a timely manner as I mentioned before we were founded eighteen years ago in 2001 headquartered in Kirkland Washington we have over 300 experienced consultants averaging 15 years of experience and consulting expertise we invest continually in training and education for our team and all of our resources are domestic and in the United States you can be assured that we have the professional certifications expert knowledge and industry experience needed to support your technology systems and goals we have over have done over 180 ServiceNow projects and we have average customer satisfaction score of 9.8 which is very proud of I would like to take a long view with our customer engagement needs and a true partnership is really our ultimate goal and for that reason in helping customers achieve success we've had over a 90 percent return rate for customers that come back to repeat engagements and again something that we were proud of lastly just a quick snapshot of our clients were doing large-scale engagements across the country where we're impacting the customers customer and their customers experience in today's webinar we'll have a few examples of our experience with some of the services largest customer service management clients like epic or Starbucks epsilon James can you tell us a little bit about some of the use cases that you've seen where cups customer service management or CSM has been a solution sure we we've actually been seeing it used in a pretty wide variety of applications at a very high level anytime you need to use ServiceNow for external use that demeaning non employees of your company then yes then it's probably the way to go but beyond that it's a pretty pretty big field that you can play in it there's the b2b models in the b2c we've seen it being used and a lot of support models like that traditional customer support is fine where we're just doing customer issues and requests and handling that service now it's always been good at that and they bring the ITIL service management practices into play for it but we're also seeing a lot of different use cases like franchise organizations doing score support we're seeing a lot of growth in the medical patient care field we're seeing a lot of areas where ServiceNow is unique things like the request model with workflow is really living itself to some really impressive customer fulfillment needs so it's actually a pretty broad area that we're seeing it being used in great I know I'm gonna go ahead and get started I'm talking about three main topics of conversation today so we're looking at the current state of customer experience and yes we do use the term customer experience because customer service is extremely tied to problem that one of problems with the current model which is dealing with break fix we like to look at the entire customer experience we're also going to talk about ways that we can improve on this experience and then what it takes what the journey looks like date to get there so traditional CRM customer service is really centered around right quicksand we're going to talk in the next slide about what that lifecycle looks like but frequently we see that being a model that has a pretty low ceiling for improvement there's only so much you can do to do brick fits better when you really start looking beyond that and you look across the different silos that organizations have there's opportunity for significant decreases in call volume based off of doing things like root cause analysis and process improvement that can dramatically bring down support costs and at the same time bring up your customer satisfaction so there's a lot of win-wins that come along with with that type of model all right more more definition of terms because we like to throw around a lot of buzzwords here but when we say customer service management we're talking about the entire process beyond just the support model that it leads to the customer service experience the customer experience so CH really describes the entirety of how the customer works with you and perceives working you from their standpoint so that's a relationship that starts long before an issue happens and doesn't end when an agent hangs up imposes a ticket customer service management is how we actually manage that lifecycle of the computer at consumer experience alright so how does CSM differ from traditional solutions well I'm not going to bore you with all the details of continual service improvement which is one of the core features of I tell there's an entire very thick textbook written on the subject I would recommend it if this isn't that you're considering but I do I speak to the that just doing break fix isn't really going to make a funnel fundamental and improvement to your customer experience that's the model that most people are using today it's hyper focused on metrics like first call resolution time to answer post support see SATs all of all of these are great but they're really about monitoring the symptoms not the problem so as you see over right there in the illustration that forced up having that root cause analysis that part of the prevent and improve process that really makes a significant difference in preventing future issues from happening at all you get to hear the word effort was thrown out around customer service and customer experience discussions quite a bit and I think a lot of times people will confuse the trauma effortless with low efforts making it easier to engage with your support department is great and it's something that should be done but that's not effortless that's low effort the true effortless as they call it didn't happen in the first place that called my cable provider that didn't happen because it didn't go out that's that's the that's the big win and we can gain a lot of insight from this this approach when we start doing actual root cause analysis which is you know known commonly in the ITIL world as problem management to find out why our customers calling and what can we do to prevent that from happening in the future the biggest problem that this usually has in a lot of organizations is that the root cause is outside of customer support it's something in operations it's something in services and something in accounting that customer support didn't really have any visibility or control over that caused that customer to to call and that's where breaking down those barriers between support and the rest of the organization is really the best way to lead to significant improvements into a customer service experience improvement so instead of watching stats on how much each customer engagement cost you imagine watching engagement numbers drop while at the same time that customer satisfaction scores go up overhead costs go down revenues go up every wins and this is seemingly a no-brainer but then the question has why isn't everybody doing this well the simple answer is that it takes it takes a lot of coordination and it takes communication within an organization it is a true organizational change and it can't exist just inside the customer support organization alright so here's some some numbers by presenting creating customer loyalty can increase profits by ninety five percent obviously your mileage may vary but honestly I I hate statistics like these because it's self-evident it just makes sense that half your customers translates to happier CFOs so let's talk about how we can actually put the right investment into a service management centric customer support transformation you can actually give us the numbers like these all right so here's some more statistics for you people who agree with each of the following statements that improve customer experience can result in cost savings well of course it can everybody knows that unhappy customers are expensive customers we have plenty of statistics that show that any time they need to engage with the an operator it's going to cost us somewhere between five and thirty dollars well if we can improve that to where either the customer can self satisfy with knowledge or a virtual agent or some other tool then that's certainly going to bring down those support costs and that's one side of the coin and I'm all for bringing down support costs but for me what what really excites me about working with CSM is that we get not just the reduced cost not just the overhead side but also the additional revenue side and this is something that we've actually seen in several instances where we have taken this sort of service management approach to customer support now oftentimes webinars are filled with exaggerated statistics but we're going to talk about how they've been part of making these types of numbers a reality for a number of our customers hey James no service male CEO John Donahoe talks about the consumerization the customer experience how does the use of a proactive strategy with the use of CSM how clients affect their traditional call metrics right you know I think we get into we're in a really new era with the marketplace there's there's not a lot of room to compete on cost on these days for most goods and services because there are so many options for competitors and people have there's the quality is usually pretty Universal unless you happen to have a niche product or service so really the area that organizations can really set themselves apart is how well they do customer experience so when they talk about consumer izing the the customer experience it really is the the last great frontier there is or for companies to make great strides and you know part of that is not just doing break fix and that's something that I harp on a lot but because just doing the same thing where you're waiting with a warehouse full of customer service agents for the next customer to call with an issue isn't really going to improve anything no matter what quality you provide that customer with even if you have the best customer support system in the world just doing that isn't going to give you significant increases great thanks mate all right so you know as a consultant oftentimes I talk to customers who are thinking that throwing a technology solution is going to be in the question is can a software tool will be the key to have your customers obviously the answer is no but a software tool that enables a better process of customer engagement can be and we've seen it work several times so CSM is a process and a discipline much the same vein as I tell in fact it actually borrows a lot of the core service management principles from ITIL that we've seen proven over decades the the ITIL discipline started in the late 70s and it has been evolving as a customer centric approach to IT for many years and they've they've done a really good job of learning how to treat all users like customers and then improve their lives based off of that and making a customer-centric so that's the same approach we use with a customer service management approach all right improved customer experience is not attainable through technology alone I recently this is a personal story of mine it recently is last week going through a customer experience customer service experience without large retailer where they messed something up and their system but the onus of fixing the situation on me when I called it was obvious that they had invested very heavily in their automated systems they had a state-of-the-art IVR that had natural language recognition even to the point of having both typing sounds as if the virtual agent that I was talking to was banging away the keyboard to try to solve my issue but and this is the important part here all of that investment did not either improve my experience or speed up my resolution it didn't prevent me from having to speak directly to an agent it simply made me jump through all of their hoops and raise my frustration level before I ever got to an agents that I might issue could be addressed again an issue they caused to begin with so that my friends is a failed investment and this is a sentiment that I shared quite blatantly with them in the survey that I receive mail received immediately after the agent hung up she took several more calls after that before I was actually able to resolve the issue that was created on there therein so you can't just throw technology at a problem the technology has to be there to support a customer centric process and that starts long before the customer encounters an issue and does not end when the agent closes out a ticket we're going to talk a little bit about a case study and actually I believe we have one of the project sponsors from at the core on the call today so I shout out to you Joe you're listening at the core is a billion dollar company that makes a wide variety of different software packages Metiria are key systems niche product harbour point-of-sale support that sort of thing we engaged with them about four years ago and this is at the earliest dawn of CSM and they be part of ServiceNow in fact when we started the development effort the the actual package had not yet been relieved it was southern in beta at that time Epicor had more than 15 CRM based support systems and these were supporting 20,000 customers worldwide this happened as a result of many years of growth through acquisition so this led to very poor and inconsistent customer service experience long resolution times high costs and today just a few short years later at a core provides a new single global customer support system powering the delivery of consistent service experience to all the customers and its partners and with the ServiceNow customer service management at the core has realized a 10% point at 10 percentage point increase in Net Promoter scores in the first 10 months that the Epicure product was available which is the ServiceNow CSM improved agent satisfaction and productivity and most importantly and this is easily demonstrated all and there's actually a Forrester study about this that there was eleven point four million dollar economic impact from investing in this solution not to mention a couple of industry awards for customer service to boot so very happy results with with what we've done with epic or that was certainly not an easy process to go through and I go back to what I said at the beginning of the webinar is that this is much an organizational change as it has anything to do with a technology change hey James just want to encourage anybody that had any questions to drop those in the chat and we'll take those at the end of the in the webinar but I just want to put another pitch in for anybody that wants to raise a question to James and take advantage of his Y breath of experience to drop those in the chat thank you sir yeah absolutely I do I do like interaction so hopefully there will be some questions at the end and we'll take as much time as we need to to address those all right so when looking at customer experience transformations there's really two options there's the break fix model that is supported by most of the CRM tools in the market and the service management spire model that we're talking about here today making that choice really depends on several factors and usually involves more than just the support of organization often times we see product development operations in other parts of the business have a handed decision-making as the net result will ultimately impact and improve the way they all operate as well so customer service management is a different approach to customer service not break fix centric it is focused on the whole customer experience and how they perceive working with you from their client customer perspective not just how we handle things when things go bad the product service improvement is a byproduct of true CSM support cost drop a ps4 jump everybody wins so you know why isn't everybody doing this as I said earlier it does require a broader approach than traditional customer support models or customer support organizations are used to dealing with a lot of times if I'm talking to software manufacturers software developers the support organization has little to no contact with the actual developers even though one one bug in a software release can lead to a surge of customer support so there's true cause and effect but when there's no connectivity in between those two there's no way to to recognize that hey this release caused this this number of issues to be raised or had this type of an impact on our customers there's a lot of visibility that people don't have in most organizations and oftentimes that's because the tools don't support that a James had a quick question here um there's obviously there's at the core statistics are very impressive right 11 million dollar impact 10 point Net Promoter Score I mean clearly those are those are demonstratable and totally quantifiable but with the global reach that service now has had specifically in many organizations around IT management HR security operations how can somebody that's considering the customer service management elements of ServiceNow take advantage of their investment in ServiceNow as a platform that may already be in place just not in customer service sure we've actually seen this number of times from from both angles where a customer who already has ServiceNow as their IT Service Management System and or maybe even their HR facilities management or whatever other area and ServiceNow that they might have if they already have it have that they can actually leverage quite a bit of that functionality to help drive their customer support in fact I'm actually working with an organization right now where they chose ServiceNow for CSM but they recognize that because they are a high-tech b2b company most of their infrastructure is customer facing and customer impacting so we've just started that with the ITSM implementation first so we could have all of that back-end infrastructure which is directly impacting their customers in place to help support their customer service management implementation so that's one way that we've seen it done we've also seen where people have started with customer service management and then they recognize that you know this is good this this is helping but if we actually had that visibility between this and other process areas it would be even better and that kind of leads into what I wanted to talk about next is the technology is is a big factor but it's not the only factor ServiceNow is a platform that has a lot of functionality this graphic that you're looking at right now ServiceNow refers to this is their football and it shows a lot of different functionality and capabilities since its inception it focused service has been focused on service managed have principles so better together means that having customer support in the same platform its ith our security operations means you get that disability that most most organizations and tools doesn't support so how can you actually measure how much a product or service deep that costs you in support terms again talking about looking at root cause for things that will actually downstream become customer issues how can we leverage what we're learning from the feedback we get from our customers in order to drive better IT Service Management yeah maybe I go back to a story that I had women checking into a hotel a couple years ago late on a Sunday night and their entire reservation system nationwide was down and that was causing all sorts of frustration all up and down the system it meant that they were taking photocopies of credit cards and driver's licenses to check people in and all of this was caused by a poorly planned change to their infrastructure so there was a case where IT directly had a massive impact on customer functionality so when you have all of these different platforms all the processes sharing the same platform you actually have the ability to see across the organization to see what those relationships are and that's something that ServiceNow does better than any tool on the market that I'm not aware of there actually is so many synergies to be gained by having all of this on one platform great change thank you alright now I I would be remiss if I didn't talk about some of the technology here ServiceNow has all the same features that most of the traditional CRM customer support tools has and it also has quite a few more that wouldn't be available to them so things like your customer 360 view and this is something that I get asked about frequently is how can I see everything that's going on a particular customer not just the support log of that or just their warranty claims or that sort of thing and service now is cross platform capabilities actually gives us the ability to create really powerful dashboards so that anybody from an account manager to a support team member to to the CEO can look to see at an individual customer level what is their entire help of because of our relationship I eat that customer experience and that's something that we get as a result of having all these things on the same platform we talk about things like the AI and virtual agent the functionality is getting more and more complex and more and more mature as we get deeper into this era of artificial intelligence the virtual agent is actually doing a wonderful job of easing the customers experience and doing call deflection so there's a lot of really cool capabilities there kcs knowledge the knowledge for customer support it's something that people have really just started to warm up to over the last couple of years in knowledge management is far more than just having 10,000 fa Q's and a holder or or it just a bunch of documents having really good knowledge is worth the investment because it does enable your customers due to self satisfy and do that call deflection and you know it training they trained an educated customer it's definitely a better customer so it's worth putting that effort into true kcs knowledge and then performance analytics that's the the business intelligence portion of ServiceNow where you could actually do some amazing reporting and get some visibility and going back to that previous slide where we had everything on the same platform we can actually do some really powerful deep dives into what is causing us to have higher support code support costs and how how can we improve that so if we can do things upstream that prevent users from having issues then for one we don't expend that those dollars for customer support we also haven't disrupted our customer which makes for much happier customers that's like better all right so what why does this work I think you know I've stated this a few times already but having the better actionable metrics is pretty important and gives you things you can't get elsewhere that root cause analysis that 4th step just because you have fixed somebody's issue doesn't mean these support efforts should stop they're having a separate team whose job it is to look at why people are calling whether having issues and what we can do to improve that going forward that is the the biggest stride that you can make with CSM and I think that's an area that people need to really understand when they're looking at a new support model for their organization all right so let's just revisit the epicor case study real quick in the three years that it has been live talking about what's what at the core has seen since they've taken the customer support manager customer service management evolution on full force they have a hundred and four percent return on investment meaning every penny that they put into implementing the new new platform has paid off indirectly and attributable costs they have a three percent incremental growth revenue growth that can be directly attributed to the improving customer support and refold improvement to their reporting and tracking and when I talked to the project sponsors there as much as they love all the accolades and all the the functionality they've gotten the thing that impresses them the most is the the ability to get those statistics that performance analytics and reporting capabilities that they never had before hey James I know on many folks are used to IT projects kind of having a long runway and you know taking a while right to get from point A to point B to full impact madacorp was sizable right I think the published statistics say that there were 50 different customer portals and 15 different crms that were all consolidated down the service now but give the folks an idea of how long it took right from a timeline standpoint to bring impact in our project timeline sure I get to throw the famous consulting question out there answer you're out there it depends it really depends on the size and scope we've seen CSM projects take as little as three months and as long as a year and a half to two years it really depends on where we're coming from as far as a tooling and a process standpoint and what we're going into if you are starting from a greenfield where there's not much there or you're using a rudimentary support ticketing system and we're coming into a full force it's probably easier than if we are coming from a traditional break fix model and we are trying to retrain everybody into a customer support centric of customer service Centrex mentality you know that said you know we did the epicor implementation over a longer period because we wanted to minimize the impact to the number of agents so there were actually seven separate go lives that made up that implementation and that was so that we could methodically onboard both agents and products and reduce the impacted customer under the trying to do it full full full full bore right off the gate all right you begin to wrap up today's session I do want to tell you a little bit of more about that journey you know we did move away from break fix model to customer support we moved away from a lot of different models Epicor we we worked very closely with them it really was a true partnership and we recognized that would not have been has been successful had they not put all the blood sweat and tears and that we did as well and it wasn't always easy but it was something that as you can see from all these statistics has really paid off in the in the interim so we wanted to work with them from the very beginning on the decision-making we helped guide them in the decision on going with ServiceNow versus some of the other competitive tools they were looking at but the more CRM based approach really the results speak for themselves I would love to be here a year from now doing a weapon talking about another success story we've actually done several since then we have some really big wins we had some people who have just gone with a tool replacement but you know we are looking for our next partner here the next next organization that wants to make that journey and is willing to invest in organizational change and the tooling to support a more customer service customer centric approach rather than just doing the brake fix all right I want to recap this because I can't stress enough that this is the big differentiator and I know it seems small and it seems a little processed wonky but having this fourth section here where you can engage with the customer diagnose their issue fix it get them back on their way and satisfy their current need is great that process improvement the improvement repair and proven prevent is an area that ServiceNow stands alone with as far as the technical capabilities and the process capabilities to be able to do that otherwise you're you're working in different systems you have to do a lot of copying to excel to find out what cause and effect was and getting the capabilities in here is actually one of the biggest wins that I see organizations get when they invest in and CSM hey James as we are as we go to Q&A and again we've got some questions coming in you guys feel free to kind of get your questions in and I will do the best do our best to get to those but James if there were three things that you wanted these folks to remember weeks from now write about how their customer service their customer experience can be different using ServiceNow customer service management or CSM what would those things be you'd want to remember well the first one is what I call break fix model as a fool's errand you can only improve so much there's a very low ceiling on how much you can do that and you know I go back to that anecdote that I gave about my customer experience they were trying to do break fix as cheaply as possible by using technology to do everything they could to deflect me but that didn't actually take care of my issue so while there's probably some evidence that it reduced their their hard cost it certainly didn't improve customer experience so getting away from that break victim model is definitely the biggest takeaway out they're going to have implementing CSM leads to higher C SATs and higher revenues I can't find anybody I've ever talked to that doesn't want both know and you know combust ik as an organization has a proven track record we we've done this we we've made it work we've guided organizations along this journey and we are definitely a an organization that wants to work and partner with the with organizations out there to make more success stories James hears a lot of buzz out there and he touched on it earlier but I want to come back to it writing around effortless right and the customer support the customer experience how does that lend itself to the fabled effortless experience well yeah I always go back to the definition of effort was me you had to exert zero effort that's not low effort and you know I think about these things while I'm out running and if you replace the word effort with impact there's no impact of low impact so the the effortless experience is the one where I wasn't that no interrupter was made to my day I did not have to call for support that's effortless that's true effortless anything beyond that where I still would encounter disruptions but you're going to happen that yeah people call them effortless if I can do that through chat or text or IVR that's great that I have low effort ways to do that that's not true effortless and I think if you actually read the book the effortless experience which I recommend everyone when they talk about the the customer studies that they've done it's the effortless experience not the lilifer but the effortless experience where products have been improved services are improved as a result of customer service that's where organizations see major strides so you know what I want to people talking about everybody I want to think I want them to think no effort not however great thanks James so I do have a couple questions here and I just tagged along I heard up a very wise man say one time you've got got relational impacted customers you've got transactional impact the customers that promoter tends to be more of a relational survey effort tends to be more of a transactional there's really room for some similar stations still like you have to do a fork in the road but this gentleman really said there's there's opportunity for both right when you're dealing with your customers and trying to secure that base and make make sure they're happy so they stay on for a long long time total total lifecycle revenue if you will James I got a couple questions here from the panel have you seen ServiceNow work in a business to consumer or b2c model well that's a good question because we're actually seeing it give a lot of traction and b2c obviously your high tech b2b where you have data centers and infrastructure that are directly impacting customers capabilities that's that's an easy story to tell the b2c still there's some amazing things that you can do with the service now in that standpoint we're talking to a couple of pretty significant game manufacturers out there right now on utilizing ServiceNow for their very high volume very complex and very low impact centric customer support models so I definitely see it gathering more more traction there and I think often times it really depends on the business model so b2b is a more standardized of what B to C is B to C your customers might be very transactional maybe they're very volatile if you're a pizza franchise and you're b2c model involves handling cases worse on my left off the mushrooms that's a significantly different experience than somebody who just repurchased a refrigerator and needs to register their their serial number for warranty support so there's definitely a lot of a really interesting use cases that we're seeing servicenow is actually proven to be much more broadly capable in doing this than some of the other CRM tools out there great funny you mention CRM got a question right here that I think you'll be able to fold right into is I think it's a question of kind of rephrase Hilda is ServiceNow customer service management or CSM a replacement for CRM or even like a Salesforce no it is not and that is an important distinction so Salesforce and and true sales automation tools usually incorporate things like campaign management and or opportunity and lead tracking ServiceNow does not do that service now only a edges into the space where it's the customer support so Salesforce does have customer support as about twenty five percent of its functionality but the rest of that functionality ServiceNow does not does not deal with right now and I don't think has any plans on getting into so there's still a need for your traditional sales force automation and lead and opportunity management and marketing campaigns in other tools ok great the BIOS has any questions please drop them in on the chat is kind of wrap up I got one more question James I'm you know in your experience I know you touched on it you know whether it's a technical hurdle or an organizational hurdle what's the biggest hurdle that you see customers can a challenge be challenged with when you're deploying a CSM to CSM strategy honestly it is the resistance to change I have worked with a few organizations where management and leadership wanted them to get away from break fix but for whatever reason the actual operational teams wanted to stick with a traditional break fix model which meant they wanted to be very high touched they didn't want to use things like the automation so that actually turned into be a significant barrier to the success that they were able to get from that so you know I think making sure that everybody involved from from leadership on down understands and supports the the change that's actually happening in day-to-day operations and the way that people work with customers I think that's probably the biggest thing much more than the the technology the second I would say is data data is crucial to this because if if you don't have good good data or data that can be made you would like good customer masters and product to ask their relationships and that sort of thing it becomes very difficult to get a lot of the value out of the process great thanks James alright so hope you guys have seen uh seen a lot of value always learn something whenever I get a chance to get around James and use a tremendous resource for us and for you so feel free to tap into that but also wanted to point you to a resource library James you actually go back up all deserts up and they're our resource library which is available at our website cabeza comm you can see the URL there there's a ton of information out there here's just three examples one specifically a format just like we had today on what to expect when you're upgrading many customers as you know have to stay within two revs of current from a release and contractual standpoint with service now so upgrading is something that's on everybody's roadmap and there's a great set of best practices there to learn from cmdb is a piece of the IPL and ServiceNow framework that we take very seriously it's not a lot of customers struggle with the ideas of discovery tools service mapping there's some great information there and we love to talk to you about trying to get your see and read done right since its foundational everything else ServiceNow football brings to bear and then the e-book is something that we've got it was the number one topic requested by ServiceNow use your group steering committees of peers of yours users that basically evaluated presentations said hey will you come talk to our group about this nation one the number one topic was hey I'm implemented how do i how do I go forward how do I build a team how do I build a roadmap of budget and staffing these things are all cyclical and I seem to be kind of stuck in that in the weeds on this so great ebook there love to talk to you more about road mapping and how those match up to your staffing and budgeting needs so great stuff on the library please check it out ok next slide sir thank you and lastly if you enjoy time with James which I think we all do there's an opportunity to get a little bit of his time while we're at knowledge 2019 there will be there'll be a way to potentially follow-up and schedule some time we're going to be in booth 427 if you want to do a drop in the best way to do it is is email us at service now at cove st comm that's service now at cove st comm and now we can get back with you on availability and windows we'd love to see acknowledged it's a tremendous platform for end users just like yourself to talk about the impact they're bringing not only to their customers but to their internal owners process owners and shareholders as well but again feel free to come by and see us and and register for some time with james and come by and uh and shake your hand so we do appreciate your time today we appreciate you joining again if there's anything else that we can help you guys with around customer service management or really anything that's i tsmri comm or CMD be your governance related please email us at ServiceNow natka best accom and with that said I want to thank James and Caitlin for her support and I thank you guys for the opportunity I thought you probably got a lot of value out of this today and again you'll be getting that email with a link for the replay so please share it with your team and with that will say have a great afternoon and thanks again for Co vested for joining