The development of Zoom from February to April can confidently be described as meteoric. The video conference provider had to increase its service volume from 10,000 to 200,000 video calls and 300 million conference participants per day – and it did so without any noteworthy problems.
ServiceNow’s Now Platform played a crucial role in the background. Zoom used ServiceNow’s Customer Service Management (CSM) to scale their customer service and enable important communication skills for their global community. ServiceNow CSM also offers proactive case management and personalized self-service options to handle the surge in customer inquiries.
“Since March, we’ve been scaling to meet the incredible growth in business and consumer demand for our solutions,” said Ryan Azus, Zoom’s chief revenue officer. ServiceNow has enabled Zoom to offer exceptional customer experiences in this growth phase. With the use of ServiceNow CSM, the provider now expects a significant increase in productivity and a reduction in the volume of service requests.
Zoom chose ServiceNow’s CSM workflow product to unite its front, middle and back office teams and to solve and fix problems before customers notice them. CSM also helped the provider to simplify the quick processing of customer inquiries.
As a ServiceNow customer and Now Platform user, Zoom has transformed its IT and employee workflows and is in the process of implementing additional ServiceNow workflow products, including ITOM Health, Field Service Management and ITBM. Zoom also leverages out-of-the-box capabilities, including ServiceNow’s virtual agent to facilitate customer conversations, the ServiceNow Integration Hub to integrate with its existing legacy systems, and the ServiceNow Service catalog to provide self-service Solutions.
ServiceNow and Zoom jointly offer several technical integrations to adapt the services for their employees. For example, ServiceNow can be configured so that a comprehensive bot is available to the workforce; With the ServiceNow Virtual Agent, dozens of the most frequently asked questions can be solved quickly and easily. With Zoom Meeting anomaly detection, Zoom can identify latency, fluctuations, and average packet loss.
ServiceNow automatically creates an incident on behalf of the user. The AIOps can then be used to activate zoom so that users can proactively rate their meeting with a thumbs up or thumbs down symbol. If a user clicks the thumbs-down icon at the end of a zoom meeting, the user’s IT department will be notified of the problem and the ServiceNow virtual agent will contact the employee to address and address the problem to solve.
After the positive experiences of the past few months, Zoom has decided to deepen the collaboration with ServiceNow and use the Now Platform, including new AIOps functions, to enable its new HaaS (Hardware as a Service) business model. Zoom will also expand the implementation of ServiceNow CSM to offer HaaS customer support.
The cooperation between the two companies was never intended as a one-way street. ServiceNow has been a Zoom customer since 2018 and uses Zoom Enterprise for its more than 11,000 employees worldwide to hold video conferences on desktop, mobile devices and in conference rooms. Since the global pandemic, ServiceNow employees who work from home have relied heavily on Zoom to stay productive. ServiceNow also plans to replace its existing hardware phone system with Zoom Phone to provide its employees with a connected and seamless unified communications experience.
“Zoom’s features and user-friendly interface have enabled our employees to stay productive and have seamless digital conversations with our customers,” said Chris Bedi, ServiceNow’s Chief Information Officer. With the introduction of Zoom Phone, communication and collaboration functions including connected conference rooms should be available at the push of a button.