ServiceNow Customer Service Management (CSM)

Differentiate with Amazing Customer and Agent Experiences.

Drive customer experience and provide insights to drive Efficient, Agile, and Secure Experiences

We help you increase customer satisfaction by delivering an effortless customer experience, connecting teams to resolve issues, proactively reducing calls. Get the power of EASE™ as a strategic revenue transformation way to proactively prevent calls, in the future.

We help you in identifying current and future service issues, identifying points of possible disruptions and by automating remediation. Get the power of EASE™ to prevent reputation damage from customer facing outages, in the future.


The rhythm of work is the future.

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, IntegRhythm)

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.