Photo: Adobe and ServiceNow integration / Credit: ServiceNow
- ServiceNow Inc (NYSE: NOW) and Adobe Inc (NASDAQ: ADBE) recently announced that they are partnering to make their software work together
ServiceNow Inc (NYSE: NOW) and Adobe Inc (NASDAQ: ADBE) recently announced that they are partnering to make their software work together to improve apps used by customer service representatives. When a customer contacts brands with the Adobe Experience Platform and ServiceNow’s Customer Service Management workflow, the customer service agent is going to be able to see a profile of the customer such as what they have purchased or looked for on a website in the past. This should help prepare the agent for handling the request of the customer.
“Today’s customer service teams are faced with unprecedented levels of customer inquiries, which has created urgency for omnichannel, end-to-end customer service solutions that provide a complete view of every customer,” said Farrell Hope, Senior Vice President of Customer Workflows at ServiceNow. “Together with Adobe, ServiceNow is enabling organizations to have greater access to important customer information and build deeper loyalty with their customers.”
The integration leads to seamless workflows between Adobe Experience Platform and ServiceNow, enhancing Adobe’s Real-time Customer Profiles with rich customer data and improving personalization of customer experiences across all touchpoints. And by utilizing ServiceNow and Adobe Experience Manager integration, brands can now deliver enhanced customer service capabilities.
“As the leader in intelligent transformation, Lenovo understands that it needs to be a cross-organizational effort,” said Paul Walsh, global chief digital officer at Lenovo. “Leveraging Adobe and ServiceNow, we are looking forward to aligning our marketing and customer service organizations even more closely to engage customers with more intelligent, data-driven, and contextual interactions.”
The ways that businesses support customers now will define their brand and relationships for years to come. And today organizations fall short of serving customers as they are reliant on outdated and siloed systems that fail to deliver relevant data to customers. With integration, Adobe and ServiceNow joint customers can:
1.) Establish Context To Drive Brand Loyalty — Enterprises are often challenged by navigating internal silos of data pertaining to interactions with their customers. And this integration creates seamless data workflows that removes those barriers and connect marketing and customer service organizations. When a customer reaches out with a concern or inquiry, the organization can see the full view of that customer’s engagement with the brand, from the products or services the customer has purchased to its most recent interaction with the company. And this perspective leads to a more personalized and connected experience.
2.) Gain Deeper Insights For Personalization — Greater experiences are built on the understanding of a customer’s journey. And through Adobe Experience Platform and the ServiceNow Customer Service Management workflow product, customers can streamline work between teams by aggregating data during the “evaluate” and “purchase” touchpoints, capturing service interactions to ultimately build rich and real-time customer profiles in Adobe Experience Platform.
3.) Improve Customer Experiences — A seamless customer experience equates to anticipating needs before they arise. With ServiceNow, organizations will understand which products or services the customer owns and uses, allowing organizations to drive towards greater personalization. And by integrating Adobe Experience Manager and ServiceNow Customer Service Management, end customers receive a web experience and content that is truly tailored and relevant to their stage in the journey.
“Adobe’s mission to change the world through digital experiences has never been more relevant or powerful,” explained Amit Ahuja, vice president of ecosystem development at Adobe. “Adobe and ServiceNow are partnering to empower enterprises with a more complete view of each customer, so they can provide an experience that will drive better engagement and ultimately business success.”
