Capillary Technologies – Transforming
Customer Service with ZeTechno’s
ServiceNow CSM Expertise
Capillary Technologies – Transforming Customer Service with ZeTechno’s ServiceNow CSM Expertise
Industry
Technology
Product
ServiceNow CSM Pro
About Capillary
Capillary Technologies is a global leader in customer engagement and loyalty solutions, serving over 400 brands across 30 countries. As a technology solutions provider, Capillary was seeking to enhance its customer service capabilities to deliver an exceptional experience to its enterprise customers.
1 Bn+
Consumers
400+
Brands
500+
Loyalty Programs
Capillary’s challenges and Pain Points
The company was using FreshService, Which wasn’t meeting many of the aspired integration capabilities with the platforms used by many of its customers.
Difficulty in providing a seamless and personalized customer service experience to its diverse clientele, further enhancing their service offerings.
The lack of integration between the customer service operations and the engineering team’s workflows on Jira was a significant challenge hindering Capillary’s ability to Provide quick turn arounds as per their customers valuable product feedback.
ZeTechno’s Implementations and Solutions
Built compelling user experience for all their customers across the globe while keeping intact all their customer legacy data. A seamless migration strategy from FreshService to ServiceNow CSM was put in place and executed.
Empowered capillary to offer their customers for personalised brand experience and offer it to their Preferred customers at a premium.
Sharing feedback on product enhancements or issues with the engineering team has been streamlined to the simplicity of a single click. Now, all case details and any additional information will be automatically logged into Jira.
Implemented advanced assignment routing for automatic ticket assignment to appropriate agents and configured 70+ SLAs for their different customers.
As first time SN users, ZeTechno gave greater importance to final product usage and User adoption for the change at Capillary. A co-branded end user training video repository was built and shared over their knowledge bases for their future reference
