Customer Service Management
Our Customer Service Management (CSM) Capability focuses on best practice architecture, implementations, and managed services for: ServiceNow Customer Service Management, ServiceNow Proactive Customer Service Operations, ServiceNow Field Service Management, Integrations between ServiceNow Customer Service and digital ID verification services, Integrations between ServiceNow Customer Service and real-time language translation services, Integrations between ServiceNow Case Management and sentiment analysis tools
Case Management:
Quickly deploy a best practice approach to manage your B2B and B2C interactions that increases productivity and reduces wait times. Track SLAs, and efficiently manage account and customer information.
Advanced Work Assignment:
Tailor case assignment rules to ensure queries and issues are routed to the best suited agent. Remove the overhead of manual work allocation and optimize workload distribution.
Performance Analytics and Reporting
Improve your customer service metrics through specially built dashboards providing trend analysis, breakdowns, targets and thresholds. Remove the guesswork from understanding team performance, CSAT, and continual improvement focus areas.
Customer and Consumer Self Service:
Drive self-service from an engagement portal integrated with knowledge, service catalogs, communities, and virtual agent chatbots.
Field Service Management:
Create and manage work orders based on technician skills, availability, and inventory.
Proactive Customer Service Operations:
Monitor your customers’ products and services to identify issues proactively and fix them quickly.
Capability lead
Simeon Tow
Simeon has 6+ years of industry experience providing ServiceNow consulting services to a wide variety of industries. He is passionate about creating amazing customer and consumer experiences through digitization, automation, and best practice business processes using the ServiceNow platform.