Customer Service Management
ServiceNow Customer Service Management (CSM) lets you centralize customer support data and provide a seamless, personalized service experience for both your team and your clients on their preffered channels of communication.
By interconnecting front, middle, and back-offices together, organizations can automate processes involving multiple departments, enable self-service, and route issues to be answered by the appropriate employees for each case.
A unified CSM approach ultimately allows to ensure consistent service, cut costs, and boost brand loyalty in the long term.
Customer Service Portal
Customers expect immediate answers to their requests, whether they are simple questions or more complex inquiries. Growing organizations often need to handle a large number of requests, which can require more time and resources from support agents.
While some requests can be solved by human agents, self-service portals can take the heavy load allowing customers to find the information they need fast without intervention from agents.
ServiceNow offers a best-in-class CSM portal that integrates self-service catalogues, knowledge centres, and virtual agents (intelligent chatbots) to automate common requests and provide resolutions for the most frequent issues.
Customer Service Case Management
To handle customer inquiries and concerns quickly and accurately, organizations need well-designed processes that track conversations and connect front and back-office service representatives to know who the customer has been in contact with previously and at which times, what resolutions were given, service ticket statuses, and any other relevant case information.
Qualitative, consistent customer service case management involves the proper administration of both predictable processes such as account or service change inquiries, as well as less predictable issues such as complaints or unexpected service failures. ServiceNow provides a holistic approach to manage both types of processes, including issues requiring analytics or diagnostic capabilities.
End-to-End Customer Service
Offering resolutions for customer inquiries becomes faster and more accurate when customer service is connected to other areas of an organization such as operations, development, sales, or legal.
An end-to-end customer service approach that conects information from different departments allows to address the root cause of issues when handling requests, and thus provide a high quality service from the start.
Our team of ServiceNow experts build customer service functionalities that empower service representatives to use bespoke messages for different users, clients, or personas via different mediums, so that customers receive answers that are as relevant as possible for each scenario.
We assess your current customer service processes to identify areas for improvement.
You receive a strategy proposal and implementation plan that can deliver on your ROI goals.
We implement the ServiceNow solutions, integrating with old systems ,when necessary
We support you in monitoring and assessing the performance of your new CSM platform, to make sure your new systems delivers on service expectations