Ep. 158: What Manufacturing Can Teach Us About Customer Service Operations

CCW Digital: A Customer Service Online Platform

CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with Servicenow’s Industries Director, Manufacturing, Joe Mulrooney to discuss:

-The increasing importance of after sales support, specifically in manufacturing (and what other industries can learn as well)

-Challenges and obstacles to focus on such as: process optimization, complex processes and silos across departments, and a changing workforce

-What the answers and lessons learned from manufacturers and service employees who have matured some of these

-As well as more specific customer service topics such as cloud technology, increasing customer satisfaction scores, and so much more

For a deeper dive into this topic, check out ServiceNow’s whitepaper on Digitization: the fuel for after-sales services growth.