OtterBox "White Glove" Service Through ServiceNow

Mike Dalke,

Room : Ironwood 8

Subject : Implementation

Breakout : New to ServiceNow

At OtterBox, the top priority is to build a culture focused on internal customers, external customers and community. From an IT Service Management perspective, they want to replicate their external customer care "high touch" differentiator and use ServiceNow to build that internally. Over the last year and a half, they have implemented a 3-phase ServiceNow program to provide a White Glove internal customer experience while supporting their company's explosive growth. In this session, you'll hear about the first phase of building the process; the second phase of wowing the customer; and the third phase to optimize cost structure while increasing customer satisfaction.