ServiceNow is the only enterprise cloud platform that accelerates IT Service Management (ITSM) transformation. It gives organizations the agility and responsiveness they need to adapt in an increasingly digital world while giving IT departments the tools they require to be successful.
Monitor any keyword in real-time and receive filtered, organized and prioritized informationMention Integrations
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Triggers when a new record is created.
Triggers when a record is update.
Triggers when a new alert is added.
Triggers when a new mention comes through for the specified alert
Creates a new record in a table.
Update a old record in a table.
Creates a new alert
For over 20 years, ServiceNow has been in the business of cloud software. It was founded by Fred Luddy and Edward Ross in 2002. They’ve conquered in the cloud computing market and have won many awards for their innovative ideas. Some of their awards include:
Forbes Cloud 100 (2016)
CRN Fast Growth 150 (2016)
Red Herring Top 100 North America (2015)
Inc. 5000 (2014)
Best Places to Work
Top 100 on Deloitte Technpogy Fast 500 EMEA & APAC (2013)
“In a little more than a decade, ServiceNow has emerged from relative obscurity to become a publicly traded company that analysts expect will earn nearly $1 billion in revenue this year. Its stock price has soared from $8 a share to more than $100, and its market capitalization tops $7 billion. A private company couldn”t make the transition to public status without more than a little help from venture capitalists. ServiceNow has attracted more than $480 million in funding, a figure that includes about $275 million of new money in the past year alone.” (Diya, 2015. Not only did they make Forbes’ list of top companies that made the transition to public status within the last 15 years but they also made the Fortune 500 list in 2012. Along with all of that, they were named one of the best places to work in 2014 as well. In 2015, they were ranked No. 1 on GeekWire 200 Seattle Startup Scorecard. (ServiceNow, Inc., 2016)
BHAVANA NARAYANAN. So we are here with Rajiv Gupta, who is the vice president of marketing at ServiceNow, and he’s going to tell us about ServiceNow and how it’s used by Mention.
RAJIV GUPTA. I think it’s important to understand who you are as an organization and what challenges you face on a daily basis, whether it’s finding new customers or making sure that your customers remain loyal to you and that they’re happy with the service they get from you. So for Mention, we like to keep track of our customers’ sentiment and what they’re saying about us online. So if someone has a negative experience, we want them to tell us about it so that we can fix it or we can appogize for it and we can try to make things better. But then there are those positive experiences that we want to know about as well because those are equally important to us as well. We want to know what’s working and what people are saying about us. And if we don’t know, then we can’t do anything about it in terms of improving our service or even thanking people who have had good experiences with us. So this is really a challenge for all businesses out there, including ours.
NARAYANAN. How much time does it take you guys to go through this kind of customer satisfaction research?
GUPTA. That’s actually part of the problem. It takes up too much of our time and it’s really hard to keep track of all the different sources that people could be talking about us online and whether or not they’re being positive or negative about us. So there’s been a lot of tops out there that try to address this problem and most of these tops are very manual, so lots of manual information gathering, manually going through blogs and forums, seeing if people are saying something nice about the product or good about the company or even bad about the company and then responding to those comments manually, which is very time consuming. And then you have to keep track of that information so that when new comments come along, you can respond back again with another comment manually which is again time-consuming and inefficient.
NARAYANAN. So when you started looking at ServiceNow, what were some of the must-have features? What did you want ServiceNow to be able to do for you?
GUPTA. When we started looking at ServiceNow, we were most interested in two things – one was easy integration into our existing application architecture and second was providing us with an easy way to get that valuable customer feedback so that it could be directly attributed to a customer who gave it or that specific issue that was reported by that customer. And so we started looking around for a spution in the market and realized that ServiceNow was one of the few platforms out there that could integrate easily with our application architecture and could provide us with a powerful feedback module that would allow us to get all this valuable customer feedback without having any manual intervention required by our teams. So once we realized this, we started looking into how we could potentially integrate Mention into ServiceNow and then we started working on that project. And now we have a working integration where if someone submits a report through Mention, they receive an automated response from our support team thanking them for reporting their issue and then we also have an integration with ServiceNow where every action taken by Mention is directly attributed to a customer who posted it online or created a ticket with Mention associated with it. And so if the customer sees their issue respved after submitting a feedback report with Mention, they’ll see exactly what Mention said about them, so it builds rapport between us as an organization and our customers which is very important both for retention as well as new acquisition as well for the product. So all these things play into each other very well using this integration between ServiceNow and Mention.
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