Customer Service Management - CSM

Customer Service Management - CSM

ServiceNow CSM solutions will support you in delivering a frictionless customer experience. 

Gain your customers’ trust by providing reliable service across channels to rapidly and fully resolve clients’ common and complex problems and requests. With ServiceNow CMS, you can orchestrate all activities between customers, customer service, middle-office, back-office, IT, and operation teams.

Loyalty through customer experience

Customer engagement is determined by providing a seamless journey with your business. Use digital workflows and self-service to solve issues fast and connect your teams across the whole service lifecycle in a single platform. With CSM, you can proactively alert the customers and solve issues before any disruptions appear.

Cover all communication channels, such as chat, phone, web, social media, and in-person visits, with the flexibility to change between them whenever is needed. With the ServiceNow omnichannel capabilities, your teams will be able to rapidly react and solve customer issues with a holistic view of all interactions.

Case forms can be customized to collect only the data and activities needed for the particular case. Manage interactions, track account relationships, manage SLAs, and provide transparency with third-party vendors.

Improve your agents’ efficiency by providing them with consolidated user data, such as historical activities via chat, call, or in-person interaction. You will also be able to implement external data to gain a better overview of each case.

Create automated workflows to help you automatically route customer cases directly to the responsible team based on their affinity to the case or criteria, such as skill set, availability, and experience with the related topic. Predefine your case criteria to speed up resolution time and get the best people on board.

Transform operations by quickly pinpointing bottlenecks and resolving underlying issues. Streamline workflows on the ServiceNow platform and manage all teams and processes in one location.

Transform your business from within with the right partner

We are here for you to evaluate your business state and create the best possible solution together.

Get in touch with our experts and start your transfromational journey.

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