ServiceNow® Walk‑up Experience is a simple way to manage face‑to‑face IT support requests. With online check‑in via the web or Now Mobile app, geo location capabilities, and accurate queue estimates, this application provides a satisfying walk‑up support experience for end users and service desk agents.
Real‑time inventory data allows technicians to deliver faster, more predictable service. And IT service managers can use dashboards for insights into average wait times, service times, and CSAT scores to guide staffing and other business decisions.
Walk‑up support customers can enjoy a native, easy‑to‑use mobile experience built on ServiceNow® Service Portal.
Remote check‑in via a service portal or the Now Mobile app are available for authenticated users. The geo‑location service on mobile automatically identifies the nearest location. Otherwise, users can manually select a location for walk‑up service.
On‑site check‑in may be used for both authenticated users and guests. Guests simply submit their information upon arrival.
Customers can schedule appointments and avoid the time lost waiting in a traditional walk‑up queue. If one is unavailable to check in, a colleague can check in for them.
Customers get appointment reminders and can reschedule or cancel via online or mobile app.
Contextual knowledge base information appears when the reason for support is entered—providing the user with a chance to self‑resolve before entering the queue.
On‑site queue information is available via a configurable display page. It shows user position in the queue and estimated service time. Outage information may also be displayed, when available.
Prevent productivity loss caused by unnecessary waiting. Push and email alerts inform customers when it’s almost their turn.
Workspace offers contextual information combined with intelligent work management for an optimized fulfillment experience. This makes it easier for technicians to find answers and process walk‑ups more quickly.
Monitor your customers’ experiences with a built‑in, one‑question survey to get feedback after they’ve been served.
Easily convert a walk‑up appointment into an incident or request record without having to reenter relevant information.
Integrations with stock room and inventory data provide real‑time visibility into current asset information, allowing technicians to deliver up‑to‑date information for the users they service. This allows service agents to provide accurate up‑to‑dates to users.
IT service managers can use integrated dashboards to gain insight into wait and service times, as well as CSAT data to guide staffing and other business decisions.