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Customer Service
Management
Elevate your customer service from request to resolution
Great service means more than just engaging customers. Connect customer service with other teams to resolve issues quickly and proactively, using guided workflows and proven best practices.
Enhance the customer experience
Improve products and services
Scattered management of security vulnerabilities and incidents across multiple tools or even spreadsheets lead to a lack of accessible data. Security analysts start from scratch when investigating every issue, delaying response time and increasing manual work.
Boost efficiency
Fix issues faster and minimize costs by connecting customer service with field service and other departments. Centralizing customer case and support reduces cost, achieves SLA’s (service level agreements) and simplifies operations.
Increase customer satisfaction
Provide personalized and consistent self-service options and automate common customer requests. High visibility and control in a closed loop system enables service improvement.
Leaders in Customer Service Management
Our consulting practice focuses on perfecting the following.
Enhance Self-Service Capabilities
Increase customer loyalty by taking steps to address why customers need help in the first place.
ServiceNow’s proven workflows establish best practices and help guide team members during customer service management.
Optimize the Service Process
Identify the root causes of customer support issues with an interactive ServiceNow implementation which leads to continuous improvement
ServiceNow assists in collecting and analyzing data, and then involving everyone responsible for the end-to-end service delivery.
Integrate the Organization
Centralize disparate department systems better with ServiceNow, allowing CS to assign tasks across the enterprise.
Gain visibility into status with a visual task board provides accountability.
Utilize the Full Platform
Address common pain points by leveraging Cerna’s experience and unique perspective.
We can help size and implement a custom CSM solution; whether only case management or a full-featured self-service experience.
Phased Approach
Our white-glove approach focuses on identifying and remedying key issues.
Requirements Gathering
Demo Customer Service Management, collect requirements and deliver stories for acceptance
Iterative Development
Configure Customer Service Management as per best practice and customer requirements, continually show progress back to customer and collect new requirements
Testing & UAT Support
Support customer Acceptance Testers feedback and make configuration adjustments as appropriate
Go-Live & Hyper Care
Promote code to production and provide Hyper-Care
Client Success
See how companies like yours use Customer Service Management to deliver exceptional customer service experiences.
CONSULTING
Modern Customer Experience
Engage customers with self-service enablement and a streamlined support model
CONSULTING
Support Internal Customers
Support active projects using the same experience provided to customers
HIGHER EDUCATION
Support Students and Alumni
Consolidate processes to support gift administration, alumni, and other organizations using ServiceNow
Ready to learn more?
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
Our experts are 100% US-based, with an average of 8+ years of experience on the Now Platform. Contact us to learn more about how we can help you with our test management and test automation capabilities.