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Customer Service Management

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Customer Service Management (CSM)

Resolve complex issues end-to-end. Proactively fix problems and drive action to solve common requests more quickly and efficiently.

  • Make it easy for customers to engage
  • Assign tasks across the enterprise
  • Monitor for issues and create cases automatically
  • Prevent future calls
  • Reduce case volume with self-service
CSM helps you drive customer loyalty with connected digital workflows which join customer service with other departments.

What is Customer Service Management?

Customer Service Management with ServiceNow creates strategic interconnectivity and dynamic engagement with customers, workflows, and processes.

Customer Service Management
Image Courtesy of ServiceNow.
Customer Service Management

How CRI Can Help

In today’s service-based economy, keeping customers loyal is paramount to growing and sustaining your business. ServiceNow helps you drive customer loyalty with connected digital workflows which join customer service with other departments using AI and workflow to assign, manage, and resolve complex issues end-to-end.

Monitor trends as well as products and services to notify your customers when they are affected by issues. In addition, proactively fix issues before customers know they have them. Deliver a personalized customer experience while increasing agent efficiency, driving action to instantly take care of common customer requests using resources like the portal, service catalog, virtual agent, and online communities.