Overview & Challenge
Our client is a pioneering biotechnology company with a reputation for transforming innovative scientific ideas into medicines that can help patients suffering from serious illnesses. With over 25 years of experience in the industry, their commitment to scientific discovery and innovative solutions is unparalleled.
Client’s Objectives
The biotech company was keen to gain deeper insights into their customers’ experiences and preferences regarding the services they provide. They needed a platform that would enable external users, who do not have access to their ServiceNow instance, to participate in detailed surveys.
Challenges
The biotech company was keen to gain deeper insights into their customers’ experiences and preferences regarding the services they provide. They needed a platform that would enable external users, who do not have access to their ServiceNow instance, to participate in detailed surveys.
Solution
Our Strategy
After a comprehensive analysis of the biotech firm’s needs, we developed a strategy to leverage ServiceNow’s capability to create surveys and display them on a dedicated Customer Portal page. This strategy involved enabling an external user registration plugin and creating a new Customer Portal, which would seamlessly redirect new users to the survey page.
Implementation Phases
The solution required the creation of a new Customer Portal on the client’s ServiceNow instance. We then enabled a plugin that allowed external users to register for this new portal. Once registered, users were directed to a new page where they could populate the survey. The survey was created using a module provided by ServiceNow, which enables the creation of multi-page surveys with multiple questions.
Unique Approach
Our unique approach was to devise a parallel-working Customer Portal, which would allow new external users to access the survey without requiring a ServiceNow license. This ensured an inclusive and broad-reaching solution for customer feedback, while adhering to the firm’s requirements and data privacy regulations.
Business Outcomes
Overall, the collaboration between the biotech company and our team resulted in a successful implementation of the ServiceNow Customer Portal, transforming their customer feedback strategies. The business results included enhanced customer engagement, deeper customer insights, improved feedback strategies, broad reach, inclusivity, and compliance with data privacy regulations. These outcomes have positioned the biotech company for continued growth and success in meeting their customers’ evolving needs.
Enhanced Customer Engagement: The ServiceNow Customer Portal allowed the biotech company to actively engage with customers, fostering a stronger connection and gathering valuable feedback.
Deeper Customer Insights: The Customer Portal facilitated in-depth insights into customer experiences, needs, and expectations, driving informed decision-making and service improvements.
Improved Feedback Strategies: The customizable nature of the Customer Portal enabled tailored feedback strategies, collecting relevant and actionable feedback to enhance the feedback collection process.
Broad Reach and Inclusivity: The parallel-working Customer Portal provided access to external users without ServiceNow licenses, expanding the reach of feedback initiatives and gathering perspectives from diverse demographics.
Compliance with Data Privacy: The implemented solution ensured compliance with data privacy regulations, enhancing customer trust in the biotech company’s commitment to protecting their information.
