Customer Service Management (CSM)
ServiceNow CSM allows organizations to revolutionize customer service by replacing endless handoffs with one AI-enabled system of action that connects support teams, data, and workflows across front-, middle-, and back-offices. With tasks automatically routed to the right departments, along with complete context, agents can resolve cases faster while customers utilize self-service more effectively. Tasks that required manual handoffs and multiple approval steps are streamlined, reducing cross-department chaos, increasing agent productivity, and improving overall customer satisfaction.
CSM goes beyond generic FAQs and chatbots to enable hyper-personalized engagements tailored to a customer’s specific situation. Instead of the dreaded “transfer loops” and endless runaround, customers can self-service or get to the right team with complete context, empowering faster problem resolution.
AI agents focus on the heavy lifting, executing dynamic, step-by-step playbooks to autonomously facilitate cases from triage to resolution. CSM also surfaces case summaries and suggests resolutions to help the human agents in the loop work smarter and faster. That gives human agents more time to tackle high-impact scenarios, which boosts customer satisfaction and prevents agent burnout.
Lenovo trims customer problem resolution times
Problem: Lenovo needed a more consistent way to track order status and customer communications across multiple times zones and locations while also managing hardware deployment and configurations.
Solution: ServiceNow CSM, combined with the ServiceNow Workflow Data Fabric, delivers a unified platform that lets the firm deliver and connect with customers in different ways, despite varying complexities. The platform has reduced customer churn by 20% and built-in AI capabilities have cut problem resolution time by 35%.
Bell deflects 3 million customer support calls
Problem: Bell, Canada’s largest communications company, needed to transform its entire service operation to improve the customer experience for millions of customers.
Solution: Leveraging ServiceNow CSM’s built-in AI capabilities, Bell unified 8,800 data silos to digitize, streamline, and personalize the customer experience. Customers can self-service a range of tasks, while both agents and customers have visibility into each stage in the customer life cycle. The result: 3 million customer support calls have been deflected annually.
