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.