WHAT IS SERVICENOW CUSTOMER SERVICE MANAGEMENT?

Introduction to ServiceNow Customer Service Management

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

ServiceNow Customer Service Management 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.

Arms Crossed Guy - Crossfuze

The Power of ServiceNow CSM, Backed by Data

176%

ROI

$8.75m

NPV

6 mo.

Payback

40%

Reduction in Phone Contact

72%

Reduction in Email Contact

Why Businesses Choose ServiceNow for Customer Service Management

Modern businesses know investing in a cloud-based CSM platform is one of the most important, strategic ways to differentiate themselves in a competitive marketplace:

According to Forrester, organizations are turning to ServiceNow CSM to deliver a seamless, integrated customer experience and drive operational efficiency. Forrester found the platform to specifically help organizations:

AWARDS & RECOGNITION

Crossfuze ServiceNow Elite Partner Badge - Crossfuze
#1 Customer Satisfaction Award - Crossfuze

#1 Customer Satisfaction Award

Global Accelerated Growth Partner - Crossfuze

Global Accelerated Growth Partner

Fastest Growth European Partner - Crossfuze

Fastest Growth European Partner

Outstanding ServiceNow Partner - Crossfuze

Outstanding ServiceNow Partner

Where CSM and ServiceNow are Headed

Improving the customer experience with CSM is essential:

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    81% of businesses consider CX a competitive differentiator.
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    89% of CEOs consider developing customer trust a top investment priority.
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    Companies focused on customer experience are three times more likely to exceed their business goals.

The CSM industry expects to grow significantly in the coming years:

As a leading cloud-based platform, ServiceNow capitalizes on these market trends and helps your organization do the same.

Where CSM Image - Crossfuze

Let’s start the conversation. Get in touch today.

Our experts draw on years of experience with ServiceNow to ensure clients get the most value out of the NOW platform. Let us help you decide where to start, get your team up to speed fast, and deliver an even greater ROI on your ServiceNow investment.

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