Customer Service Management

Deliver Personalized Customer Service at Enterprise Scale.

Improve Customer Satisfaction. Reduce Costs.

Elevate your customer service by engaging your customers and connecting them with other departments throughout your organization thus resolving issues quickly and proactively:

 

  • Increase Customer Satisfaction through Personalized Self-Service Options and Automation
  • Boost Resolution Efficiency
  • Improve Product and Service Quality
  • Enhance Agent Productivity with Multitasking and Optimized Layout
  • Manage Customer Interactions and Visually Track Activities, Case Status and SLAs
  • Automate Assignments and Tasks with Simple Drag-and-Drop Interface
  • Mobile: Manage Cases on the Go 
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Certified, Experienced Team.

Infocenter is your Certified ServiceNow CSM Partner for Planning, Implementation and Support. Our team of experts are Certified in CSM Implementation.

Featured Application

Taurus™ Quality Management System (QMS)

Taurus™ provides robust, closed-loop insights into the quality process, giving you the ability to tie returned products back to the original piece. This app helps you avoid costly product shortages and recalls to improve customer satisfaction and increase customer retention. The Taurus™ QMS app also integrates with 3rd party systems.

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Global Model. 24/7 Support.

Once you own ServiceNow Customer Service Management (CSM) we simply support the product by leveraging our Global Center of Excellence (CoE), our team of highly-experienced former Customer Service, Sales and Marketing executives and Certified ServiceNow experts to reduce cost, solve problems and achieve SLAs. Our ServiceNow CSM Support Services include:

 •  Planning
 •  Implementation
 •  Managed Services / Support

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One Stop Customer Service Management With ServiceNow®

ServiceNow CSM connects you to all other ServiceNow applications. You get a combined platform for Customer Service, IT and other departments – in addition to a shared Knowledge Base, Employee & Customer Service Portals and only Javascript to support.

Explore Customer Service Applications

Apps for ServiceNow® Customer Service Management.

Agent Workspace

Enhance agent productivity with multitasking, integrated solutions and an optimized layout.

Case and Major Issue Management

Manage customer interactions and visually track activities, case statuses and SLAs.

Predictive Intelligence

Resolve issues faster by using machine language to route issues and recommend solutions.

Omni-Channel

Integrate telephony systems and support customers across web, phone, chat, email and social media.

Self Service

Drive self-service with Knowledge Management, Service Catalog and Service Portal.

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

Service Management for Issue Resolution

Identify, diagnose and permanently resolve customer issues.
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Have an app or feature request? Let us know and we’ll see what we can do to help!