Zoom Video Communications and ServiceNow have announced a commitment to each other’s technology solutions to make work-anywhere experiences work even better.
With the ongoing pandemic and shelter in place orders Zoom’s usage rocketed to 300 million daily meeting participants in April 2020. Zoom deployed ServiceNow’s Customer Service Management (CSM) to scale its customer service operations and enable critical communications capabilities for its global community.
ServiceNow CSM also provides proactive case management and personalized self-service options to help manage the influx of customer requests. In addition, Zoom will deploy the Now Platform, including new AIOps capabilities, to enable its new Hardware as a Service (HaaS) business model. Zoom will also expand its implementation of ServiceNow’s CSM to provide HaaS customer support.
Since the global pandemic, ServiceNow employees working from home have relied heavily on Zoom to stay productive. ServiceNow plans to displace its legacy hardware phone system with Zoom Phone, providing a connected and seamless unified communications experience for its employees.
Zoom chose ServiceNow’s CSM Workflow product to help unite its front-, middle- and back-office teams to solve issues, fix problems before customers notice them, and simplify engagement to quickly take care of customer requests.
As a ServiceNow Now Platform customer, Zoom has deployed its IT and Employee Workflows and is in the process of deploying additional ServiceNow Workflow products, including ITOM Health, Field Service Management, and ITBM. Zoom is also leveraging out- of-the-box capabilities, including ServiceNow’s Virtual Agent, to help facilitate conversations with customers, the ServiceNow Integration Hub to integrate with its existing legacy systems, and the ServiceNow Service Catalog to provide self-service remediation.