Unleashing the Power of Self Service

There is a great amount of focus (rightly so) that goes into managing contact centers. Driving down the cost per contact is one of the primary objectives of a support organization, and our associates at Cask work closely with our clients to maximize efficiency while maintaining exceptional levels of customer service. Working with the ServiceNow platform, contact center costs can be decreased substantially by enabling a world-class self-service support channel. Our expertise at Cask helps to maximize the potential of self-service by designing the support portal and fortifying it with a top-notch knowledge management process, ensuring that your customers have easy access to relevant and timely information when they need it. HERE'S WHAT WE DID WITH BECTON DICKINSON: Becton Dickinson was in a position where their consumers had no automated mechanism to seek guidance or submit requests for a specific set of services that a division offered. Cask used our capabilities in portal design, knowledge management, and case workflow design to enable consumers to skip the need to email or call a contact center to submit these orders manually. The result was a significant increase in BD’s abilities to fulfill orders, while at the same time decreasing the number of customer contacts via email and phone calls. Tune in to find out more. ABOUT THE SPEAKERS: MARK SMILEY, Principal Advisor, Customer Service Management at Cask With over 15 years of operational and consulting experience, Mark works closely with clients to enhance their support organization's capabilities to provide world class customer service in an efficient and empowering way. MATT WALTON, Principal Consultant at Cask Matt is a global IT leader who's worked various roles within this space over the past 17 years. He has worked in both consulting and industry positions and has focused primarily on the ServiceNow platform and strategic process improvement over the past several years.