Customer Service Management

Built for the Digitally Connected Service Economy

ServiceNow Customer Service Management (CSM) applies service management principles to traditional customer service, reducing case volume and increasing customer loyalty.

VIDEO: How TriMedx Resolves Customer Issues Fast

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ServiceNow CSM enables your organization to deliver customer service that is effortless, connected, and proactive. Improve efficiency with automation and self-service that provides a superior experience for customers and agents. Increase customer satisfaction by delivering service as a “team sport,” connecting people, workflow, and processes to resolve the root causes of issues. Move beyond operational demands to deliver proactive strategies that drive business growth.

Let CDW help you transform CSM by moving beyond the traditional models.

Customer Service Management - Example of Virtual Task Board

With CSM, you can assign tasks to other departments with the Visual Task Board feature.

Problems You Face

  • Cost increases as service volumes increase.
  • Unable to drive cross-departmental accountability.
  • Inability to drive to complete resolution.
  • Lack of visibility into open cases.
  • Inefficiently spending time on repetitive tasks.
  • Outages and cyclical nature of tool impacts reliability.

CDW Solutions

  • Automate repetitive requests with a self-service catalog.
  • End-to-end visibility on every case.
  • Help drive cross-organizational case resolution.
  • Proactive & adaptive solution—stay ahead of trends.
  • Solve root causes of customer issues, driving up loyalty.
  • Fast implementations.

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