Customer Service Management (CSM)
As ServiceNow implementation specialists, we deliver a range of solutions and services to help our clients achieve their goals in the following use cases.
Service Request Management
We help our clients create a service catalog, define service offerings, and automate the management of service requests from customers. This includes setting up workflows, approvals, and notifications to ensure that service requests are resolved efficiently.
Self-Service
We help our clients set up a knowledge base, FAQs, and chatbots to enable customers to solve their own problems. This includes developing chatbot scripts, integrating chatbots with other systems, and training agents to manage chatbot interactions.
Customer Feedback Management
We help our clients collect and analyze customer feedback to improve service quality. This includes setting up surveys, analyzing feedback data, and implementing changes based on customer feedback.
Field Service Management
We help our clients integrate ServiceNow CSM with other ServiceNow solutions, including Field Service Management, to manage field service operations. This includes dispatching technicians, tracking work orders, and managing inventory to provide a seamless customer experience.
Case Management
We help our clients capture, track, and resolve customer support requests, assign cases to agents, and escalate cases based on business rules and SLAs. This includes setting up case templates, categorization, and prioritization to ensure that customer support issues are resolved in a timely manner.
Omnichannel Support
We help our clients implement a consistent support experience across all channels, including phone, email, chat, and social media. This includes setting up integrations with different channels, creating workflows to manage inquiries across channels, and training agents to manage interactions across channels.
Service Level Agreement (SLA) Management
We help our clients define and track service levels for customer support. This includes defining SLA metrics, setting up notifications and escalations, and tracking performance against SLAs to ensure that customer expectations are met.
Agent Workspace
We help our clients set up an intuitive workspace for customer service agents that brings together all relevant customer data and tools in one place. This includes configuring dashboards, integrating with other systems, and training agents on how to use the workspace.
Overall, we deliver customized solutions and services tailored to our clients’ specific needs in each of these use cases. Our solutions are designed to help our clients improve their customer service operations, increase customer satisfaction, and drive business growth.