ServiceNow Named a Leader in the 2021 Gartner Magic Quadrant for the CRM Customer Engagement Center
22 June 2021 - 11:00PM
Business Wire
ServiceNow Customer Service Management enables
organizations to transform customer service and create great
customer and employee experiences by helping them break down silos,
be more proactive and quickly solve issues
ServiceNow (NYSE: NOW), the leading digital workflow company
that makes work, work better for people, has been named a Leader in
the 2021 Gartner Magic Quadrant for the CRM Customer Engagement
Center.1 This is the second consecutive year that ServiceNow has
been recognized as a Leader for its Customer Service Management
(CSM) solution. According to a 2021 Gartner Market Share report,
ServiceNow’s market share in worldwide revenue grew 75.6% in the
Customer Service and Support market in 2020.2
Transforming customer service requires looking at the end-to-end
customer experience from initial engagement through issue
resolution. Organizations traditionally focus on the engagement
layer of customer service, which involves how customers make
requests and how agents perform on the phone and in chats.
Delivering great customer experiences also requires streamlining
and automating the other critical aspect of customer service –
fulfilling customers’ requests – which is performed in the customer
operations layer.
ServiceNow offers a unique set of capabilities, enabled by
digital workflows, that unite front-, middle- and back-office teams
to simplify engagement, solve issues quickly and fix problems
before customers notice they exist.
“Speed, agility and efficiency are must-have requirements for
customer service in today’s environment,” said John Ball, SVP and
GM of Customer Workflow Products at ServiceNow. “Powered by the Now
Platform, ServiceNow delivers a complete solution for customer
engagement and operations to improve the end-to-end customer
experience and drive operational efficiency across industries.”
ServiceNow Customer Service Management is expected to be a $1B
annual contract value (ACV) business for the company with an ACV
run rate of more than $400 million as of the end of 2020. More than
1,500 customers use ServiceNow Customer Workflow products to
modernize their customer service operations and drive customer
loyalty, including AT&T, Capita Software, Lloyds Bank and
Swarovski.
ServiceNow believes Gartner's recognition of its CSM portfolio
validates its approach to enhancing customer experiences by
connecting customer engagement and customer operations with digital
workflows.
ServiceNow has continued to enhance and evolve its CSM
offering, with innovations including:
- Workforce Optimization provides clear visibility into
performance, makes customer service operations more efficient and
gives managers actionable tools to manage their most important
resource–people.
- Process Optimization enables organizations to visually
discover bottlenecks and inefficiencies where automation and
streamlined workflows can improve the end-to-end customer
experience.
- Engagement Messenger for CSM provides contextual
services and allows customers to both natively embed self-service
into any web application and have the ability to escalate to human
assistance. This capability powers knowledge management, service
catalog, live chat and virtual agents, all through a consumer-grade
experience.
Additional Information:
- For more information on ServiceNow’s Customer Workflows
solutions, visit:
https://www.servicenow.com/workflows/customer-workflows.html
- The 2021 Gartner Magic Quadrant for the CRM Customer Engagement
Center is available here:
https://www.servicenow.com/lpayr/gartner-magic-quadrant-crm-customer-engagement-center.html
1 Gartner, Inc., "Magic Quadrant for the CRM Customer Engagement
Center," Nadine LeBlanc, Jim Davies, Varun Agarwal, 15 June
2021
2 Gartner, Inc., “Market Share: All Software Markets, Worldwide,
2020,” 14 April 2021. Calculations performed by ServiceNow based on
Gartner report.
Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted
in its research publications, and does not advise technology users
to select only those vendors with the highest ratings or other
designation. Gartner research publications consist of the opinions
of Gartner's research organization and should not be construed as
statements of fact. Gartner disclaims all warranties, expressed or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose.
Use of Forward-Looking Statements
This press release contains “forward‑looking statements” about
the expectations, beliefs, plans, and intentions relating to
ServiceNow’s customer service management products and customer
workflows. Such forward‑looking statements include statements
regarding expected performance and benefits of such products and
workflows. Forward‑looking statements are subject to known and
unknown risks and uncertainties and are based on potentially
inaccurate assumptions that could cause actual results to differ
materially from those expected or implied by the forward‑looking
statements. If any such risks or uncertainties materialize or if
any of the assumptions prove incorrect, our results could differ
materially from the results expressed or implied by the
forward‑looking statements we make. We undertake no obligation, and
do not intend, to update the forward‑looking statements. Factors
that may cause actual results to differ materially from those in
any forward‑looking statements include: (i) changes in the
regulatory and competitive landscape and (ii) uncertainty as to
whether sales will justify these investments in customer workflows
and customer service management products. Further information on
factors that could affect our financial and other results is
included in the filings we make with the Securities and Exchange
Commission from time to time.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better
for people. Our cloud‑based platform and solutions deliver digital
workflows that create great experiences and unlock productivity for
employees and the enterprise. For more information, visit:
www.servicenow.com.
© 2021 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20210622005409/en/
Media Relations Theresa Ianni Press@servicenow.com
ServiceNow (NYSE:NOW)
Historical Stock Chart
From Apr 2024 to May 2024
ServiceNow (NYSE:NOW)
Historical Stock Chart
From May 2023 to May 2024