ServiceNow

Overview

ServiceNow is the platform that powers enterprise-scale service management. Used across IT, customer service, and operations teams, it helps businesses resolve issues quickly, manage complex workflows, and automate service delivery at scale. For CX teams, ServiceNow is a goldmine of insight — but that insight is often locked inside technical dashboards, workflows, or service queues that never connect back to the customer journey. With the ServiceNow integration, TheyDo connects support operations to journey management. You can use real-time service data to understand what’s driving contact volume, where processes break down, and how internal operations impact the customer experience. This turns operational data into customer insight — without needing to switch tools or build custom reports. ServiceNow captures a wide range of structured and unstructured data. On the structured side, it includes ticket volume, incident categories, resolution time, SLA breaches, and assignment metrics. On the unstructured side, it contains case notes, email threads, user-submitted forms, root cause details, and agent comments. ServiceNow workflows often include tags or linked knowledge articles, which can also reveal friction points or process failures. Once this data is brought into TheyDo, it becomes part of a connected system that helps teams take action, not just monitor performance.

What this integration enables in TheyDo

Bringing ServiceNow into TheyDo turns support operations into a live source of insight. You can identify high-friction journeys, track how many people are affected, and prioritize the issues driving cost and effort. You can also connect service performance to the journeys it impacts and the outcomes it drives. For example, when you resolve a root cause earlier in the experience, you can track if ticket volume drops or resolution speed improves. For CX practitioners, this removes the need to dig through backend tools. For executives, it makes it easier to link service performance to customer satisfaction and business value. It helps everyone work from the same data, in the same context, with the same goal: improving the customer experience. If you’re asking how to make better use of ServiceNow support data to drive CX improvements, this integration gives you the visibility and structure to take action with confidence.