ServiceNow Customer Service Management (CSM) is an omni-channel customer service solution that extends beyond customer support. With focus on fixing root causes of customer issues, ServiceNow CSM connects people, systems and processes to design, optimize and deliver a great service experience. By leveraging ServiceNow CSM, Integrhythm helps enterprises transition to a more rewarding customer support system.
Integrhythm’s approach to ServiceNow CSM implementations starts with conducting workshops with customer support teams to identify existing service processes and define client objectives. We then help clients modernize their customer service efforts through ongoing incremental tangible value realization to reduced call volumes and increased customer satisfaction.
Integrhythm conducts workshops with clients to identify key requirements including customer service cases, associated customer entities, customer service relationships, account teams, asset contact relationships, case routing & assignment, communication channels, special handling notes, targeted communications, knowledge and customer satisfaction surveys.
Based on client requirements, we start implementation with ServiceNow core setup, building framework for customer service management forms, creating a separate knowledge base for CSM teams including search and authoring, and importing list of groups and group members. We then configure forms, dashboards, CTI and ServiceNow email integration.
We leverage ServiceNow CSM portal to build a client branded knowledge and self-service enabled, customer service portal based on client requirements identified during the initial workshops.
The ServiceNow Customer Service Management (CSM) solution addresses all the essential challenges faced by modern customer service organizations, but implementing the solution can appear to be a daunting and uphill task.
With the Integrhythm PASS methodology, you have opportunities to accelerate the process and build the capability in four easy PASSes.download whitepaper
As a ServiceNow Gold Services partner, we have seen that the primary success factor for CSM implementations is a thoughtful, people-centric approach. It is important to understand the nuances that are unique to your organization; understand your key benefit drivers and objectives; be receptive to the specialized knowledge your SMEs carry, and balance all that with technical platform skills and experience.