As one of the leading consulting firms for digital transformation in Enterprise Service Management, the iTSM Group is using a new approach to further develop Customer Relationship Management into a holistic view of the customer. To achieve this goal, iTSM Group supports its customers on the basis of the ServiceNow® platform in the integration of legacy systems such as Salesforce or SAP with end2end service-enabled systems in order to map a complete customer lifecycle on a uniform platform.
"Different departments usually have very different and topic-related information needs for the same customers," says Helmut Schönherr, responsible for Strategic Business within the iTSM Group. "The sales department often does not know that the customer has three open tickets and the accounting department usually has no insight into the current status of the customer relationship and sends reminders to a possibly dissatisfied customer. Therefore it is important that all customer-relevant interactions from the entire company are directly and up-to-date available to the respective specific service".
A complete customer lifecycle on one platform
Classical CRM solutions do not help here, as they only depict the sales view and cannot correlate data with those from other systems. With the ServiceNow® approach, iTSM Group pursues a very customer-centric model, which covers all facets of the business relationship. The consultants do not primarily focus on technology, but rather analyze and integrate business processes and support the transformation to a service-oriented and customer-centric organization.
According to the motto "People - Process - Platform - Provider", iTSM Group pursues a holistic, service-oriented approach in all its projects, instead of concentrating on just one perspective - for example that of sales. The ServiceNow® platform also maps workflows and processes from a service perspective and is therefore ideal for integration projects that enable a holistic customer view. Especially with the latest functional innovations, which have earned Gartner ServiceNow® its first ranking as leader in the Magic Quadrant for CRM Customer Engagement Center 2020, iTSM Group can now rely on a platform that goes far beyond classic CRM solutions. "We are not replacing Salesforce & Co., but are expanding such solutions for the benefit of a better customer experience," says Schönherr. "We want to free our customers or their departments from their "silos" and give them a holistic view of their own customers.