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ServiceNow CSM (Customer Service Management)

ServiceNow CSM goes beyond traditional solutions to elevate your customer service from issue to resolution. With CSM, you can solve customer problems by bringing front, middle, and back offices together, proactively

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Customer Service Management With ServiceNow

ServiceNow CSM (Customer Service Management)

ServiceNow CSM goes beyond traditional solutions to elevate your customer service from issue to resolution. With CSM, you can solve customer problems by bringing front, middle, and back offices together, proactively

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Think Beyond Traditional CRM

Think beyond traditional CRM to elevate your customer service with ServiceNow CSM

Think beyond traditional CRM to elevate your customer service with ServiceNow CSM

Identifying the strengths, weaknesses, and trends in your client initiatives and relationships in order to identify opportunities to expand, win more business, and strengthen relationships.

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ServiceNow CSM (Customer Service Management) is a set of designer workflows and tools for connecting and tracking interactions with customers. The goal of ServiceNow Customer Service Management is to manage the customer experience related with the engagement channel or type of interaction.

ServiceNow CSM focuses on the following:

Customer Service Management Benefits

CUSTOMER SERVICE MANAGEMENT BENEFITS

Automate processes from the front office to the back. Intelligently route tasks to the best employee

Monitor services to identify problems and notify impacted customers

Automate common customer requests, provide answers with an AI-powered chatbot, and empower agents with an intelligent workspace

Business Benefits

BUSINESS BENEFITS

Connecting teams for boosting efficiency

Proactively Address Customer Issue

Go beyond Self-service

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Why Is Excellent Customer Service Important?

Why is excellent customer service important?

Why is excellent customer service important?

Customer loyalty is increasingly being driven by the service provided in conjunction with the product or service, such as availability, after-care, and so on. ServiceNow’s platform provides an end-to-end service model that is mature, scalable, and cloud-based.

Why Is Excellent Customer Service Important?
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Highlights of ServiceNow CSM (Customer Service Management)

Highlights of ServiceNow CSM (Customer Service Management)

4

Enhance customer service experience

Automate support for common requests with virtual agents powered by natural language understanding (NLU). Engage users with natural, human conversation to provide consistent good customer service experiences.

5

Consolidate
customer requests

Rapidly consolidate existing tools to a single system of action in the cloud.

6

Consolidate customer service productivity

Use machine learning algorithms and virtual agents to automate routine tasks and increase the productivity of agents.

7

Gain visibility into processes and services

Get full visibility into any process or service with built-in dashboards and analytics providing realtime, actionable intormation to improve service quality.

8

Provide mobile
connectivity

Enable customers to connect with clients, and requests their queries with ease and on mobile anytime, anywhere

ServiceNow CSM solution can help you go further than that and improve your interdepartmental collaboration on solving customer issues and foster proactive customer service to increase your customer satisfaction scores and retention rates.

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ServiceNow CSM Modules

ServiceNow CSM Modules

Agent Workspace

Provide a single system of record for your entire IT infrastructure, including on-premises and public/private clouds

Visual Workflow and Automation

Our approach will enable your ServiceNow CMDB as a single source of truth for IT infrastructure.

Communities

Provide a single system of record for your entire IT infrastructure, including on-premises and public/private clouds.

Advanced Work Assignment

Provide a single system of record for your entire IT infrastructure, including on-premises and public/private clouds.

Predictive Intelligence

Provide a single system of record for your entire IT infrastructure, including on-premises and public/private clouds.

Surveys

Provide a single system of record for your entire IT infrastructure, including on-premises and public/private clouds.

Case Management

Predictive machine learning and custom integration with tools to achieve uninterrupted service availability.

Self-Service

Our BI configures your services dashboard to understand the underlying infrastructure mapped with the services.

CSM Mobile App

Predictive machine learning and custom integration with tools to achieve uninterrupted service availability.

Customer Data Management

Predictive machine learning and custom integration with tools to achieve uninterrupted service availability.

Performance Analytics

Predictive machine learning and custom integration with tools to achieve uninterrupted service availability.

Reports and Dashboards

Predictive machine learning and custom integration with tools to achieve uninterrupted service availability.

Omni-Channel

Our approach will enable your ServiceNow CMDB as a single source of truth for IT infrastructure.

Knowledge Management

Gathering customer support knowledge and sharing it among support agents and customers.

Issue Management

Our approach will enable your ServiceNow CMDB as a single source of truth for IT infrastructure.

Visual Task Assignment

Our approach will enable your ServiceNow CMDB as a single source of truth for IT infrastructure.

Virtual Agent

Our approach will enable your ServiceNow CMDB as a single source of truth for IT infrastructure.

And Many More

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Looking to get started with an ServiceNow CSM Platform?

Looking to get started with ServiceNow CSM Platform?

Looking to get started with ServiceNow CSM Platform?

With ServiceNow CSM solve difficult problems end-to-end. Proactively resolve issues and drive action to respond to common requests more quickly and efficiently.

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Blog

Creating great customer experiences with Financial Services Operations

Creating great customer experiences with Financial Services Operations

Financial services are no stranger to disruption. From fintech to blockchain and beyond, the industry has bobbed and weaved through a decade of constant change.

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