We are experts in implementing a successful ServiceNow Customer Service Management (CSM) solution into your company's environment.
Customer Service Management (CSM) is the coordination of activities between customer service and other teams to quickly resolve customer issues and requests.
CSM allows you to create workflows that intelligently route tasks directly to the most efficient and effective resource while maintaining visibility into the full case lifecycle.
CSM promotes increased customer satisfaction through personalized self-service options, allowing the customer to reach out when they want to, and how they want to. Simultaneously, agents benefit from automation, and a visual interface to track activities, case statuses, and SLAs. Organizations enjoy improved customer interactions, reduced service costs, and a boost in resolution/fulfillment efficiency!
CSM allows you to engage your customers through personalized multi-channel and self-service options, automate common requests, and provide answers with an AI-powered chat. Decrease resolution time and handoffs through automation, proactive service, and streamlined operations.
CSM helps enhance agent productivity and eliminate re-work with multi-tasking and an optimized layout. Automate assignments and common tasks with a simple drag-and-drop interface. Easily manage customer interactions and visually track activities, cases statuses, and SLAs. Add more value to each customer interaction!
CSM improves customer satisfaction, reduce service costs, improve efficiency through automation and self-service, improve product and service quality, and enjoy increased visibility into the entire lifecycle.
ITS has skilled consultants with passion and real-world experience who are specialists and consultants. We provide guidance and instruction on best practices, processes, governance, and tool usage. Since nobody knows everything, we bring a team of experts to each engagement, including an engagement manager, business process consultant (s), and technical consultant.
Don’t worry. We can help.
Any organization that values the customer interaction, recognizes that CSM is both an art and a science that can be effectively managed, and has a sincere desire to navigate the customer relationship proactively. Every organization engages in customer service, but many do not actively manage the efficiency of the process or utilize the most effective tools.
Few companies view Customer Service as a profit center. Most see it as a necessary expense. If your only response to increasing customer demand is to increase headcount, then that’s a game you’re never going to win. Organizations need to grow, and they need to leverage tools, automation, and integrations to keep up with that growth.
An understanding of the value of managing customer interactions with the customer, the agents, and the organization. As well as an understanding of your motives, is it customer satisfaction, the need for increased efficiency, the opportunity to drive down costs, or the desire to better leverage the platform?
With decades of experience and specialized expertise, our team at ITS Partners is ready to help you step into the future with confidence.
Schedule a call today, and we’ll walk you through how we’re helping other businesses like yours take their CSM to the next level with ServiceNow.
