New Kepner-Tregoe Case Management (CSM) App for ServiceNow

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Better customer service and quality support with streamlined troubleshooting and documentation that creates reusable knowledge.

Leaders in Problem Solving

Leaders in Problem Solving

Our new app in support of the KT methodology helps organizations take control of the support process and customer problems providing superior quality and a more consistent customer experience

Kepner-Tregoe has released the new KT Case Management App for ServiceNow , a new app for customer support and service engineers that incorporates best-practice KT troubleshooting into the ServiceNow workflow.

The app for ServiceNow’s CSM (Customer Service Management) workflow supports effective and efficient troubleshooting while keeping information visible and guiding critical troubleshooting questioning. The ease and efficiency of the app in combination with the Kepner-Tregoe methodology helps to resolve customer issues more effectively and improve the customer experience. The app is available on the ServiceNow store in combination with Kepner-Tregoe (KT) virtual training.

KT Case Management App for ServiceNow directly supports the KT best practice methodology and provides detailed documentation of the troubleshooting process. When addressing customer technical issues, team leaders and subject matter experts can rely on the app to focus data analysis for collaboration finding cause. Managers can use the app to quickly review status, action planning and prepare executive updates.

“Our new app in support of the KT methodology helps organizations take control of the support process and customer problems providing superior quality and a more consistent customer experience,” said Christoph Goldenstern, VP of Innovation and Service Excellence at Kepner-Tregoe. “Support engineers get a workflow tool to apply structured thinking, using the app to assess the customer impact, identify priority and begin gathering the data needed to analyze and find root cause.”

The KT Case Management App for ServiceNow is the latest addition to the KT app family for ServiceNow including apps for both incident and problem management. To learn more about KT Case Management App for ServiceNow and its system and other requirements contact Kepner-Tregoe and visit the ServiceNow store.

With over 60 years of global experience, Kepner Tregoe problem solving is considered industry best practice for providing a data driven, consistent and scalable approach for Incident, Major Incident, Problem and Change Management. Kepner-Tregoe helps IT and Technical Support organizations deliver a world class customer experience by reducing downtime, incident recurrence, cost of service and increasing IT stability. KT methodology is fully integrated with the Now platform and case management work flow via scoped apps. In combination with training, coaching and consulting solutions, KT Case Management App for ServiceNow brings an aligned approach to the process, technology and people strategy of customer support.

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David Kossoff
dkossoff@kepner-tregoe.com
+1 (609) 252-2535
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