Customer Service Management
– CSM –
Customer Workflow

Improve IT Service Operations

Trying to go beyond normal customer service solutions?

InSource’s CSM Practice has the expertise to improve service operations and engage customers with integrated digital workflows that will solve customer problems by connecting customer service with other teams throughout the organization to resolve issues quickly and proactively.  Go beyond regular customer service by bringing together front, middle, and back offices.

Our industry knowledge and platform expertise can help you automate these recurring requests and intelligently route tasks to the right group, thereby, streamlining resolutions.

 – Product Line Achievement –
CSM

InSource’s CSM Enterprise Products and Solutions Expertise

  • Case Management
  • Advanced Work Assignment
  • Agent Workspace
  • Guided Decisions
  • Self-Service
  • Virtual Agent
  • Knowledge Management

ServiceNow™️ Customer Service Management

Bring your front, middle, and back offices together to drive customer solutions and solve more problems with ServiceNow™️ Customer Service Management. With ServiceNow™️ CSM, you can instantly handle common customer requests and proactively address customer issues while reducing case volume and costs at the same time. Among the available tools are a virtual agent, a playbook for customer service, industry data models, and more.

ServiceNow™️ Field Service Management

Keep your customer service and field service agents connected at all times with ServiceNow™️ Field Service Management. Manage location-based work safely and efficiently and fix problems before your customers even know they have them. Coordinate with third-party service contractors and automate work with Dynamic Scheduling and Central Dispatch. Keep your customers informed and avoid the frustration that comes with miscommunication between agents in the field and those back at the office. 

ServiceNow™️ CSM Overview

ServiceNow™️ CSM enables you to provide service and support to your customers by offering omnichannel service through different communication channels, like social media, self-service, phone, chat, virtual agent, and more. Customers can use these channels to communicate efficiently with your organization and enhance their customer service experience. Create and distribute cases to available customer service agents based on skill sets and work efficiently between teams and departments using workflow and collaboration.

InSource Delivery Methodology

CSM Project Delivery Team

Delivery Executive
Account Executive
Project Manager
Solution Consultant
Solution Architect(s)
Technical Consultant(s)
Trainer

InSource CSM Insights

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Broad Portfolio Of ServiceNow™️ Solutions

As an Elite ServiceNow™️ Certified Partner, InSource’s CSM Practice has the experience and expertise to provide the entire ServiceNow™️ CSM ecosystem to your organization. We are here ready to assist you.

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