BeyondTrust, the worldwide technology leader in Privileged Access Management (PAM), today announced a new integration between its leading Remote Support solution and ServiceNow Customer Service Management (CSM). This integration provides support technicians using ServiceNow CSM and BeyondTrust Remote Support with smoother, more efficient workflows and processes, and a superior user experience. The integrated solution also enables customer service agents to maintain security best practices while improving support desk efficiency and resolving more incidents within the first contact.
The solution enables joint BeyondTrust and ServiceNow customers to resolve support incidents more quickly and effectively, resulting in a better customer experience. This integration creates a ‘one-stop-shop’ experience, allowing customers to consolidate technologies, have better visibility into operational processes, speed up communications and reporting, and maintain compliance.
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BeyondTrust Remote Support comes with out-of-the-box integrations for the leading Service Desk, CRM, and Systems Management solutions. BeyondTrust’s Remote Support and ServiceNow integrations enable organizations to deliver services more efficiently, reduce demand on operations, and manage processes, workflows, and the customer experience more effectively.
With ServiceNow and BeyondTrust, not only can customer service organizations track and resolve cases, but they can also analyze root cause and drive problems to permanent resolution. Technicians are able to launch a Remote Support session directly from the support ticket or change record, automatically update tickets with details from the support session, and include the chat transcript and session recording within the ticket. The outcomes are lower costs, improved service quality, and higher customer loyalty for these organizations.
Benefits of the BeyondTrust Remote Support integration with ServiceNow CSM include:
- Increased rates of “first call” resolution
- Automation that reduces manual task load for technicians
- Efficient resourcing for the support organization
- Elimination of manual tasks and errors
- Accurate record keeping
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