ServiceNow
Customer Service Management
We implement ServiceNow Customer Service Management so customer issues reach the right team with the context to resolve them on first contact.
Outcomes
- Higher first-contact resolution
- Lower cost per case
- A consistent experience on every channel
- Proactive service built on shared data
The challenge
Common problems we solve
01
Customers repeat themselves every time they change channels.
02
Front-line agents cannot see what operations or engineering are doing.
03
SLAs are tracked in spreadsheets, after the fact.
What we deliver
Capabilities
Omnichannel cases
Phone, email, chat, web and portal requests in one case record.
Customer portal
Knowledge, case status and new requests available to customers directly.
Virtual agent
Conversational flows that handle common requests around the clock.
Connected operations
Cases linked to the operations, engineering and field teams who resolve them.
Entitlements and SLAs
Contract-based entitlements and service level tracking.
Service analytics
Dashboards for volumes, resolution times and satisfaction.
How we work
From the first workshop to steady operations
Every engagement follows the same four stages, so you always know where your program stands and who owns the next step.
- 01
Assess
We review your current process, platforms and risks, and agree on the outcomes that matter.
- 02
Design
We produce a target design and a phased plan, sized to your budget and your team.
- 03
Implement
Certified specialists build, integrate and test, with your people involved at every stage.
- 04
Run and improve
We hand over with training, or stay on to operate and improve what we delivered.
Talk to us about Customer Service Management
Tell us what you are working on, and a consultant will come back to you with next steps and the right people for the conversation.