ServiceNow Customer Service Management (CSM)
Powerful platform designed to enhance customer experiences by connecting customer service with other departments and automating workflows
ServiceNow Customer Service Management (CSM)
is a powerful platform designed to enhance customer experiences by connecting customer service with other departments and automating workflows. It enables organizations to resolve issues efficiently, improve customer satisfaction, and reduce operational costs by delivering proactive, personalized, and seamless customer service.
Core Capabilities of ServiceNow CSM
Case Management
- Omnichannel Support: Manage customer interactions across channels, including email, chat, phone, and social media.
- Automated Case Routing: Automatically assign cases to the right teams based on skills, location, or workload.
- Service-Level Agreements (SLAs): Track and ensure compliance with predefined response and resolution times.
Knowledge Management
- Self-Service Portals: Empower customers with access to articles, FAQs, and how-to guides.
- AI-Powered Search: Use machine learning to deliver relevant knowledge articles to customers and agents.
Proactive Customer Engagement
- Proactive Alerts: Notify customers about potential issues, updates, or maintenance schedules before they experience problems.
- Monitoring and Analytics: Use AI/ML to predict and address customer needs proactively.
Field Service Management (FSM)
- On-Site Service Coordination: Assign field service agents for on-site issue resolution.
- Mobile Enablement: Provide field technicians with mobile tools for efficient task management.
Workflow Automation
- End-to-End Resolution: Automate processes like approvals, escalations, and handoffs to other departments.
- Cross-Department Collaboration: Integrate with ITSM, ITOM, and other modules to resolve issues involving multiple teams.
Customer Data and Insights
- 360-Degree View of Customers: Centralize customer data, including interaction history, products, and services.
- Monitor KPIs like first-contact resolution, customer satisfaction (CSAT), and net promoter score (NPS).
AI and Chatbots
- Virtual Agents: Automate routine inquiries and provide 24/7 assistance.
- Agent Assist: Recommend solutions and next best actions to agents using AI.
Key Features of ServiceNow CSM
Customer Service Operations
- Manage complex customer requests and coordinate between multiple departments for seamless issue resolution.
Service Catalog
- Allow customers to request services or report issues via a streamlined, user-friendly catalog..
Case Deflection
- Reduce case volumes by enabling customers to solve their issues through self-service and AI-driven recommendations..
Integration with Third-Party Tools
- Connect CSM with CRM, ERP, and other external systems for a unified view of customer data and processes..
Subscription and Entitlement Management
- Track customer entitlements, service levels, and warranty information to ensure accurate support delivery...
Benefits of ServiceNow CSM
Enhanced Customer Experience
- Deliver personalized and consistent service across all customer interaction points.
Increased Efficiency
- Reduce manual work through automation and streamlined workflows, enabling faster resolution of customer issues.
Improved Collaboration
- Break down silos between departments like IT, operations, and finance for holistic issue resolution.
Proactive Problem Solving
- Predict and address customer needs before they escalate into problems, improving trust and satisfaction.
Cost Optimization
- Automate repetitive tasks, deflect cases, and optimize resource allocation to reduce operational costs.
CSM Editions
Standard Edition
Core capabilities like case management, knowledge management, and SLAs.
Professional Edition
Adds advanced features like AI, virtual agents, and proactive notifications.
Enterprise Edition
Includes field service management, advanced analytics, and multi-department workflows.
Key Metrics for CSM Success
First Contact Resolution (FCR):
The percentage of cases resolved without requiring multiple interactions.
Customer Satisfaction (CSAT):
Feedback scores from customers after their issues are resolved.
Net Promoter Score (NPS):
Measures customer loyalty and likelihood to recommend your services.
Case Resolution Time:
Average time taken to resolve customer issues.
Case Deflection Rate:
Percentage of cases avoided through self-service and proactive support.
Best Practices for Implementing ServiceNow CSM
Define Clear Objectives
Identify key goals such as reducing resolution times, improving CSAT, or enabling proactive engagement.
Leverage Omnichannel Capabilities
Ensure seamless transitions between channels for a unified customer experience.
Integrate Across Departments
Use ServiceNow’s cross-functional workflows to involve IT, HR, finance, or other teams as needed.
Empower Customers with Self-Service
Build a robust knowledge base and self-service portal to reduce dependency on support teams.
Use AI to Enhance Efficiency
Deploy virtual agents to handle routine queries and provide agents with real-time recommendations
Common Use Cases for ServiceNow CSM
Telecommunications
Proactively notify customers about network outages and manage service requests efficiently.
Retail and E-Commerce
Provide end-to-end issue resolution for order tracking, returns, and refunds.
Manufacturing
Manage product warranties and coordinate field service for repairs or replacements.
Financial Services
Resolve complex customer queries while ensuring compliance with regulatory requirements.
Healthcare
Enhance patient experiences by coordinating between departments and providing real-time updates.
CSM in Action: Example Scenarios
Scenario 1: Proactive Customer Alerts
- Challenge: Customers frequently call support about a known issue.
- Solution: ServiceNow CSM sends automated notifications to affected customers, reducing inbound calls and improving satisfaction.
Scenario 2: Field Service Coordination
- Challenge: A customer reports a technical issue requiring on-site assistance.
- Solution: CSM schedules and dispatches a field technician, providing updates to the customer throughout the process.
Scenario 3: Case Deflection
- Challenge: Support teams are overwhelmed with repetitive inquiries.
- Solution: Virtual agents provide instant answers and deflect cases by guiding customers to relevant knowledge articles.
Integration with Other ServiceNow Modules
ITSM (IT Service Management):
Resolve technical customer issues by linking cases to incidents, changes, or problems.
ITOM (IT Operations Management):
Monitor infrastructure to identify and resolve issues affecting customers proactively.
HRSD (HR Service Delivery):
Provide employees with the same high-quality service experience as customers.
Field Service Management (FSM):
Coordinate on-site visits to address customer issues requiring physical interventions.
Customer Testimonials
Your ServiceNow Partner
CtrlAltNow is a niche ServiceNow only consulting company with over 5+ decades of consulting experience and 70+ ServiceNow Product line certifications. Our aim is to challenge the status quo and accelerate the business outcomes.
Workflows with ServiceNow
Businesses across the globe need a smarter workflow solution. ServiceNow offers a strong foundation for all digital workflows connecting people, functions, and systems across your organization. CtrlAltNow is best equipped to partner with business to deliver the ServiceNow workflow solutions.
Our Implementation Success
With over 100+ successful ServiceNow implementations across various ServiceNow products, CtrlAltNow brings in unique set of accelerators to deliver projects on time and with highest quality.
Our ServiceNow Expertise
CtrlAltNow is a ServiceNow focused company and helping clients drive business outcomes with the ServiceNow ITx suite. Our expertise spans from initial scoping and planning, to implementation, to long-term growth and maturity.
Our Operating Philosophy
Our operating philosophy is simple – build high competency team and take up the most challenging assignments. We aspire to build a company where the best ServiceNow talent wants to partner.