ServiceNow Customer Service Management

CSM for the Age of the Customer

Deliver Modern CSM Solutions with ServiceNow

ServiceNow Customer Service Management creates strategic interconnectivity and dynamic engagement with customers, workflows, and processes. And with expert implementation assistance from Crossfuze, your customer service teams will be able to visualize these relationships in real time which, in turn, will create unprecedented opportunities to:

Conduct root-cause analyses

Provide robust self-service options

Reduce handling time

Intelligently assign and route customer inquiries

Collaborate and share knowledge and insights

Delivering Better Customer Service Success Story

Learn how Voxai embraced ServiceNow Customer Service Management (CSM) to provide comprehensive and intuitive service for their customers.

Click the button below to read this customer service success story!

CSM for the Age of the Customer

Deliver Modern CSM Solutions with ServiceNow

ServiceNow Customer Service Management creates strategic interconnectivity and dynamic engagement with customers, workflows, and processes. And with expert implementation assistance from Crossfuze, your customer service teams will be able to visualize these relationships in real time which, in turn, will create unprecedented opportunities to:

Conduct root-cause analyses

Provide robust self-service options

Reduce handling time

Intelligently assign and route customer inquiries

Collaborate and share knowledge and insights

 

Delivering Better Customer Service Success Story

Learn how Voxai embraced ServiceNow Customer Service Management (CSM) to provide comprehensive and intuitive service for their customers.

Click the button below to read this customer service success story!

Our Approach to Customer Service Management

We take a comprehensive approach to customer service that integrates the three factors of success: the customer experience, the internal processes behind the experience, and the technology that facilitates it all.

Crossfuze will be there through every step of your CSM implementation. We add value by delivering:

A deep understanding of how to craft and communicate a CSM vision that is aligned with strategic business objectives

A CSM-specific business case that quickly gains buy-in and trust from the C-suite

Solutions that reduce application customization time and that streamline processes

Integration with other data systems to gain a holistic view of your customers

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

Ensure 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 reduces the need for customizations within the ServiceNow CSM platform.

Platform Implementation

Based on the CX and Business Processes, we create the templates needed. Get an even more transformative ServiceNow implementation by combining them with customer experience and business process optimization services.

When you add Crossfuze to your team, you’ll benefit from a thorough, independent assessment of all of the systems and processes that tie into your CSM operations. Crossfuze then uses this assessment to configure and customize ServiceNow CSM to align with your strategic business goals, especially as they relate to the customer experience.

Our Approach to Customer Service Management

We take a comprehensive approach to customer service that integrates the three factors of success: the customer experience, the internal processes behind the experience, and the technology that facilitates it all.

Crossfuze will be there through every step of your CSM implementation. We add value by delivering:

A deep understanding of how to craft and communicate a CSM vision that is aligned with strategic business objectives

A CSM-specific business case that quickly gains buy-in and trust from the C-suite

Solutions that reduce application customization time and that streamline processes

Integration with other data systems to gain a holistic view of your customers

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

Ensure 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 reduces the need for customizations within the ServiceNow CSM platform.

Platform Implementation

Based on the CX and Business Processes, we create the templates needed. Get an even more transformative ServiceNow implementation by combining them with customer experience and business process optimization services.

When you add Crossfuze to your team, you’ll benefit from a thorough, independent assessment of all of the systems and processes that tie into your CSM operations. Crossfuze then uses this assessment to configure and customize ServiceNow CSM to align with your strategic business goals, especially as they relate to the customer experience.

Customer Service Discovery: Where are You Now?

Whatever your maturity level, our Customer Service experts will help you

Understanding your current CSM maturity level is the first step in the journey to superior customer service. Crossfuze will help you evaluate where you are today, and build a roadmap to where you want to go.

Increase customer satisfaction

Reduce service costs

Improve agent and field tech productivity

Increase revenue

Improve product or service quality

What Makes Crossfuze Different?

Crossfuze offers a unique set of capabilities to maximize the value of your ServiceNow instance

Innovative delivery approach: custom configurations, low risk, rapid ROI

Nationally recognized ServiceNow® and Microsoft Gold partner, excellent CSAT scores, preferred partner status

Best-in-class administrator and end-user training to ensure adoption

24/7 ServiceNow® and Microsoft platform support with on-demand resources

Ability to partner long-term and offer additional services as you grow

Specialists in serving the unique needs of middle market clients

Why ServiceNow CSM?

Customer experience, or CX, has been shown to drive significant improvement to bottom-line profitability. This is why CX leaders today are optimizing their customer service processes in a way that strengthens customers’ long-term loyalty.

The underlying challenge is that, for decades, customer service teams relied on resolving customer inquiries one at a time, and then painstakingly logging the incidents into multiple, disconnected systems. This approach does not allow CX teams to efficiently analyze root causes of customer problems, to understand the relationships among these problems, and to provide visibility and interconnectivity among the solutions they develop.

Today, customers expect that each encounter will be informed and enriched by current and accurate information about their accounts, history, and preferences. They will reward companies that can anticipate their personal needs and wants, and punish those that clumsily have to relearn basic customer details at each encounter.

With ServiceNow’s Customer Service Management (CSM) suite, meeting these expectations is a breeze. By integrating across departments, workflows are automated to solve customer issues in a connected, effortless way. And by fostering collaboration across IT, finance, quality, and other teams, organizations are able to attack problems at the source and prevent them from happening again.

Integrate Customer Service Tools

Integrate your customer service tools across all departments

Build and automate workflows

Build and automate workflows that get the right people involved right away

Treat the root cause

Treat the root cause of customer issues, not just the symptoms

Increase customer satisfaction

Increase customer satisfaction and improve efficiency

What Our Customers Think

Hear Nathalie talk about her ServiceNow ITBM and CSM success working with Crossfuze. Ricoh has delivered win after win using Crossfuze and today, the sky’s the limit with what Nathalie and her team can achieve with ServiceNow–and Crossfuze at their side.

What Our Customers Think

Hear Nathalie talk about her ServiceNow ITBM and CSM success working with Crossfuze. Ricoh has delivered win after win using Crossfuze and today, the sky’s the limit with what Nathalie and her team can achieve with ServiceNow–and Crossfuze at their side.

Want more insight? Take a look at these relevant resources:

EBOOK

10 Pillars of CSM Success

READ EBOOK

ON-DEMAND WEBINAR

Customer Service Management Quickfuze Application

WATCH VIDEO

BLOG

6 Reasons Why Amazing Customer Service is Critical to Your Long-term Marketing

READ ARTICLE

Hungry for more? Contact us today to speak with one of our ServiceNow CSM experts.

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