Crossfuze

“They got it—they asked the right questions of me, and I knew I had someone who was like-kind in thinking. What is important to understand is that Crossfuze didn’t force-fit us into the app. Rather, Crossfuze built our instance of CSM based on the way we work.”

“"We were struggling to get the visibility and the control that we needed to really drive the business forward. The biggest benefit that we've seen is the ability to make data-driven decisions, rather than just relying on anecdotal evidence. We've seen a significant reduction in our mean time to resolve incidents, which has had a direct impact on our customer satisfaction."”

“"The level of technical expertise has been nothing short of astonishing."”

“"Crossfuze came in and helped us to implement a new service management platform, which has given us the visibility and control that we needed."”

“The enhanced Managed Services that Crossfuze developed for the company is continuing to pay dividends. The company cannot imagine not having access to this help desk, making it a win-win situation. The company also trusts Crossfuze now more than ever to continue implementing and managing best-in-class IT solutions.”

““SUEZ’s transformation to an Enterprise Service Management model has enabled us to focus on doing work that matters–meaningful work that improves our profitability as an organization. Taking this transformational journey with Crossfuze has allowed us to effectively reduce workflow waste and improve employee productivity. We continue to partner with Crossfuze to ensure our ServiceNow investment continues to show incremental returns.””

“Today, this law firm considers Crossfuze to be one of their own: a trusted adviser, confidante, and friend.”

““There are vendor relationships and partner relationships; we have a partner relationship with Crossfuze—it’s mutually beneficial.””

“When we heard about ServiceNow’s promise to have a low-code solution that our non-technical team could utilize to build applications for their business problems, we were skeptical. Crossfuze enabled us to build the first one and we are so confident to roll this out company wide. Our departments are excited about a solution that is simple enough for them to build but robust enough to drive business value.”

“If you can map a process, you can streamline it with ServiceNow. ServiceNow makes it easy to build the applications you want. And, it’s a huge opportunity for process improvement: measure how your processes are performing, and you’ll find ways to make them run better.”

“Our technology managers kept telling us that they were doing really well, but our backlog kept going up. With Performance Analytics, we found that certain types of incidents were being assigned to a group outside of the technology team. The incidents were just sitting there. They were never touched, and the external group didn’t know they had to be closed.”

“Since we started using Performance Analytics, our incident trends have improved. It’s effective in helping us to manage incident backlog and aging, and in focusing our resources. And, trending lets us see how we’re doing and motivates our technology managers to drive further improvements every month.”

“The best part is, Performance Analytics gives us this information with just a few mouse clicks. Before, we would spend hours manually manipulating data in spreadsheets and we never had time to look at the data in different ways. Now, we can instantly slice and dice our metrics, giving us valuable insights. For example, we discovered our secretarial teams were spending a significant portion of their time printing and photocopying documents. Insights like these help us to increase organizational efficiency by allocating the right work to the right resources.”

“Performance Analytics gives us the insights we need to ensure best-in-class service for our lawyers. We now know how members of the FAST team are spending their time—whether that’s on research, proofreading, coordinating meetings, or any one of dozens of other service categories. That lets us optimize the team, getting the right training and skill sets in place to support our lawyers’ needs. We can also see how much work is done after hours and how much is virtual, which allowed us to validate the FAST model.”

“ServiceNow Performance Analytics gives us the insights we need to ensure best-in-class service for our lawyers.”

“We had more needs because we were expanding services to other branches,” Abdul-Hadi says. “We needed support for franchisees. We needed something scalable that could grow with us and something that could immediately provide store managers with a way to see all tickets for all stores. We knew that was something ServiceNow CSM provided out of the box. Why reinvent the wheel?”

“The way I measure success is that nobody’s complaining,” he says. “I don’t have to show users that ServiceNow CSM is performing. We just show them how to log in and submit and see tickets, and they take it from there. We’ve had no complaints with ServiceNow, and that is a key way I define success.”

“ServiceNow works best when you use it as a complete service management solution. When you integrate more services, you get the full set of benefits and value of the ServiceNow platform. We’re happy with the stability, ease of use, and functionality that ServiceNow is providing for us. I look forward to expanding the platform deeper and wider into our organization.”

“I trust ServiceNow as a complete service management system. I’d rather go with ServiceNow CSM—built upon service management best practices—than go with a solution that only handles a few of our customer service workflow needs. If we are to further our digital transformation, we need a robust, comprehensive platform. ServiceNow is that platform, and Crossfuze is the partner to help us take advantage of all the value the platform offers.””

“The Crossfuze project team and engagement managers feel like friends. They are self-aware and respectful enough of our team and their goals to be proactive when communicating changes. They aren’t afraid to challenge us respectfully to drive more innovation out of the platform and us as a team.”

“I look to Crossfuze to help bridge the gap of understanding between what we can do using the licenses we have and what we need to plan for—and what that will entail from a cost, timeline and resource perspective. What’s possible with the licenses isn’t always clear on the surface. Crossfuze helps us to dive in and dig out possibilities that drive the business forward leveraging the investments we already made.”

“Early on, Crossfuze showed that they were vetted in our desire to do more with our investment in ServiceNow. They dove deep into our business, helping us understand how to align our business objectives to the capabilities of the platform. They were and are instrumental in giving us the confidence in knowing what is possible with the platform.”

“Crossfuze isn’t just a partner, they are strategic thinkers helping us to apply the capabilities of the platform in creative ways to address both simple to complex challenges. We’re looking forward to what the next several years brings.”

“The creativity that Crossfuze provided the client allowed them to say goodbye to managing audits via slow and cumbersome manual workflows and hello to efficient, secure and auditable digital workflows—yet another leap forward in further modernizing bank operations.”

“The reason our deployment went so well was due in large part to the level of support we got from Crossfuze,”