ServiceNow Customer Service Management (CSM)

Leverage ServiceNow to deliver top-class customer service.

Upgrade to ServiceNow CSM and modernize your Customer Service with automation, omni-channel engagement and root cause resolution.

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.

Implementation services

  • CSM Requirement Gathering Workshops

    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.

  • ServiceNow CSM Configuration

    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.

  • Customer Portal Customization

    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.

Featured Insights

why servicenow csm

anu bulusu (CEO, Integrythm)

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.