Financial Services Operations (FSO) achieves greater productivity at a lower cost while improving customer and employee satisfaction. It does this by enabling streamlined operations and connected experiences between customers and the front, middle and back office teams. The demo showcases Payment Operations, an out-of-the-box application that enables payments teams to automate work, collaborate more efficiently and resolve customer issues faster. The demo walks through the end-to-end experience of resolving a payment issue in four steps:
- A customer reports a missing payment through their preferred channel
- The case is instantly routed to a payments analyst in the middle office
- Automated tasks and controls validate the case details and recommend actions
- A claim is created and processed to resolve the issue.
The ServiceNow platform is the single system of action. All participants have real-time visibility to the case status; embedded controls track SLAs; and a connected IT infrastructure provides relevant servicing alerts.