CSM — Customer Service Management
ServiceNow CSM implementation: case management, self-service portals, Virtual Agent, and ITSM integration for proactive customer service. EFS Now.
Transform customer operations from reactive to proactive.
Customer expectations have changed. They want instant resolution, self-service options, and proactive communication. CSM connects directly to ITSM for seamless internal escalation and to the CMDB for asset-aware case management. Our CSM practice builds ServiceNow solutions that deliver on all three while reducing operational costs.
What We Deliver
- Case Management — Automated case creation, routing, escalation, and SLA tracking with CMDB-powered asset context
- Self-Service Portal — Branded portal with knowledge base, service catalog, and AI-powered search
- Virtual Agent — Conversational AI for common inquiries and guided troubleshooting
- Proactive Service — Automated outreach based on known issues, maintenance windows, and contract events
- Customer Operations — Order management, onboarding workflows, and service delivery tracking
- Field Service Integration — Dispatch field technicians via FSM when cases require on-site resolution
CSM Results
- 50% faster case resolution
- 35% increase in self-service
- 20% reduction in case volume
- NPS improvement within 6 months
Let's talk about what you're building.
Our team brings over two decades of experience to every engagement. Tell us about your project and we'll show you what's possible.
Let's talk about what you're building.
Our team brings over two decades of experience to every engagement. Tell us about your project and we'll show you what's possible.