ServiceNow
Customer Service Management
Elevate customer experiences with faster issue resolution and personalized support through data-driven CSM automation.
Why Choose ITCE?
Digital Strategy & Roadmap
Through our extensive experience in management consulting and enterprise architecture, we will help you craft a solid base.
High-Quality Implementations
Focused on maximizing ServiceNow’s value, our team makes optimal use of out-of-the-box features and future-proof decisions.
Agile Delivery
Stable, predictable, and consistent delivery that accelerates the realization of value within shorter timeframes.
Training & Enablement
Accredited ServiceNow training delivery and enablement for both your technical team and your business stakeholders.
How We Do It
Comprehensive Customer Insights
ServiceNow’s CSM solution offers complete visibility into customer cases, services, and contacts. Leveraging this foundation, our consultants effectively map dependencies and track products, warranties, and contracts, facilitating swift and accurate responses to hardware and software issues while building a repository of historical fixes.
Personalised Customer Care and Response
Understanding that every customer is unique, we create tailored playbooks that equip agents with clear guidance and visibility for efficient case handling. We map service dependencies and design complex workflows with defined tiered approvals and escalations, ensuring the entire case management process is well-defined, tracked, and reportable.
Secure Customer Data Management
We ensure data integrity by tracking each customer as a unique account, preventing unauthorised access to sensitive information. Our model maps service team responsibilities and establishes efficient relationships to pinpoint issues and enhance support.
Optimised Resource Allocation
Our approach aligns services with Common Service Data Model (CSDM) best practices, enabling us to establish shared service teams that effectively meet both internal and external customer needs. This fosters a comprehensive knowledge base, reducing the need for redundant training and ensuring consistent service delivery.
Real-Time Access and Alerts
By leveraging CSDM ad ITOM capabilities in combination with the CSM solution, we provide customers with real-time reports and alerts on services and products, including outages and maintenance windows. This proactive issue identification, coupled with accessible communication channels like portals and automated chat, ensures agents deliver timely customer support.
Robust Integration with IT Service Management Capabilities
The integration of ITSM and CSM capabilities on the Platform allows us to automate incident creation from CSM cases, streamline change approvals for service improvements, and leverage problem management insights to address root causes. We adopt this model to achieve faster resolutions and reduce disruptions for our customers.
Our Examples
