Customer Service Management

Why do you need CSM

Are you looking to revolutionize your customer service and provide an exceptional experience to your customers? ServiceNow’s CSM application is the ultimate solution that empowers your organization to deliver personalized, efficient, and proactive customer service like never before.

Resolve complex issues end-to-end

ServiceNow CSM, or Customer Service Management, is a comprehensive solution that helps organizations deliver exceptional customer service experiences. It is designed to streamline customer service operations, enhance customer satisfaction, and build long-term customer relationships.

CSM enables organizations to manage and resolve customer inquiries, requests, and issues through a centralized platform. It provides a range of features and functionalities that cover various aspects of customer service, including case management, self-service, knowledge management, omni-channel support, and more.

The benefits of CSM


Seamless Omni-Channel Support

CSM enables you to provide a consistent and seamless customer experience across multiple channels. Whether it’s phone, email, web chat, social media, or self-service portals, CSM integrates all customer interactions into a single, unified platform. Your agents have a 360-degree view of customer information, history, and preferences, enabling them to deliver personalized and context-aware support. By meeting customers on their preferred channels, you enhance their satisfaction and loyalty.


Proactive Service and Intelligent Automation

CSM goes beyond reactive support by enabling proactive service and intelligent automation. With AI-powered chatbots, virtual agents, and self-service capabilities, you can automate routine tasks, provide self-help options, and deliver instant responses to customer inquiries. CSM leverages machine learning and predictive analytics to identify patterns, anticipate customer needs, and resolve issues before they arise. By proactively addressing customer concerns and providing efficient self-service options, you enhance customer satisfaction and reduce support costs.


Service Level Management and Analytics

CSM offers robust service level management and analytics capabilities, allowing you to measure, track, and improve your customer service performance. You can set and monitor service level agreements (SLAs), ensuring timely response and resolution times. Real-time dashboards and analytics provide deep insights into key metrics, agent performance, customer satisfaction, and emerging trends. By leveraging these insights, you can identify areas for improvement, optimize resource allocation, and make data-driven decisions to continuously enhance your customer service operations.

Learn how our Customers are Utilizing CSM

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