SERVICENOW SOLUTIONS - CROSSFUZE EXPERTISE

ServiceNow CSM:
Customer Service Management

Deliver modern customer service solutions with the ServiceNow Customer Service Management (CSM) solution. Create strategic interconnectivity and dynamic engagement with customers, workflows and processes. Using ServiceNow's innovative platform, your customer service teams will be able to vizualise these relationships in real-time.

Elevate your customer service with Crossfuze.
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Trusted by CIOs & Digital Transformation leaders across the world

SERVICENOW CSM

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SERVICENOW CSM

What is ServiceNow CSM?

Customer Service Management (CSM) is a series of workflows, tools, and best practices for developing, optimizing, and delivering excellent customer experiences.

CSM is often used to automate tasks to streamline the customer experience: connect departments, workflows, and systems to resolve roadblocks, and proactively resolve issues before they reach customers.

CSM involves a wide range of capabilities:
  • Case Management
  • Service Management for Issue Resolution
  • Workforce Optimization
  • Process Optimization
  • Predictive Intelligence
  • Performance Analytics
  • Agent Workspace
  • Visual Workflows and Automation
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SERVICENOW CSM

ServiceNow CSM keeps you competitive.

Customer Service Management helps reduce customer churn, promote engagement, and fulfill needs across a company—like providing seamless workflows to employees.

From onboarding, turning feedback into insights, identifying churn, aligning your team, and providing visibility into client interactions, CSM helps you streamline all aspects of your customer service.

As solutions become more comprehensive, consumers expect more from the companies they work with. According to Microsoft, 90% of consumers consider customer service before deciding on a business. In the U.S., poor customer service results in an estimated loss of $75B annually.

Understanding the role of CSM in your digital transformation is key to your success. With ServiceNow, you have a scalable solution focused on continuous improvement. And you’ll be prepared to grow with your business—no matter how high you soar.
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SERVICENOW CSM

The power of ServiceNow CSM, backed by data.

By empowering customers with personalized self-service options, breaking down silos, and automating processes, ServiceNow CSM gives organizations the right tools to provide a consistent experience—with every customer.

Businesses’ growing need to provide an excellent customer experience drives significant growth of CSM.

ServiceNow CSM, in particular, delivers transformative results to companies across industries.

According to a report from Forrester, four customers saw the following combined impact in just three years:
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176%

roi

$8.75M

NPV

40%

REDUCTION in phone contact

72%

reduction in email contact

6 months

Payback

Our approach to ServiceNow CSM

We start with a thorough assessment of all the systems and processes that tie into your CSM operations. We'll use this assessment to determine the best way to configure and customize ServiceNow CSM that aligns with your strategic business goals, especially as they relate to the customer experience.

Customer Experience (CX)

Whether you need a basic current state and gap analysis, or a transformative, collaborative design option, we will ensure your ServiceNow CSM instance is increasing customer satisfaction through omnichannel experiences.

Business Process

We'll help you implement a streamlined and transparent internal process for handling cases by first identifying the current inefficient and complex processes before they are automated. This reduced the need for customizations within the ServiceNow CSM platform.

Platform Implemenation

We create the templates needed for an even more transformative ServiceNow implementation by combining them with customer experience and business process optimization services.

SERVICENOW CSM

Implement ServiceNow CSM in as little as 10 weeks with SMART Launch.

Smart CSM from Crossfuze streamlines the implementation process to a matter of weeks. Learn more about our Smart Launch implementation solution here.
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What customers are saying about Crossfuze.

“Crossfuze's customer-centricity, agility and ability to be part of our team is what really stands out for us, and is what made it possible to really deliver on our business goals.”
Nathalie Pougno
Senior Director, IT & Digital Transformation
Ricoh Canada | Electronics
“The level of technical expertise provided by both ServiceNow and Crossfuze has been nothing short of astounding.”
Chris Wilkinson
IT Service Management Analyst
TIP Group | Transportation & Logistics
"Crossfuze bring expertise from both the project management side and technical side. They help us solve some difficult problems and then
ultimately turn those into good
solutions for our organization."
Gary Collins
Director of ITSM
Finastra | Financial Software Solutions
"Crossfuze gave us a clear idea on how we can use ServiceNow to benefit our business. We showed them the tasks that we performed on a regular
basis and Crossfuze showed us how we could do it within ServiceNow easier, quicker and slicker."
Kerry Angel
Service Delivery Manager
Macfarlanes LLP | Legal Services
"Crossfuze has really helped us
achieve success with solving day-to-day challenges, as well as custom app development for bigger projects. We don't have a lot of internal resources but can still deliver an amazing product to the business."
Eric Riemer
Principle ServiceNow Engineer
WOW! | Telecommunications
"One of the biggest things about ServiceNow is there are so many features. It's hard to navigate and know where to start. Crossfuze 'Smart Launch' helped us expedite the problem and get it done within six weeks."
Cary Barbin
Director, Infrastructure & Applications
Gallaudet University | Higher Education
Crossfuze has been awarded the Customer Workflow Product Line Achievement from ServiceNow.
250+ successfull CSM implementations since introduced in 2016. Average customer satisfaction score of 4.65/5.
Specialist CSM team with 20 CSM Certified Implementation Specialists & 17 CSM Suite Professionals.
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We are an industry-recognized ServiceNow Elite Partner built to guide you through every stage of your journey with the ServiceNow platform.

Whether you are new to ServiceNow or an existing ServiceNow customer, Crossfuze has you covered.
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Whatever stage of the journey you're at with ServiceNow, Crossfuze has you covered.

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We are an industry-recognized ServiceNow Elite Partner trusted by CIOs and Digital Transformation leaders across the world.

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