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ServiceNow Customer Service Management

Use ServiceNow’s advanced workflows to enhance customer, partner, and citizen satisfaction, and create a boost in overall productivity.
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Empowering Exceptional Customer Experiences with ServiceNow CSM

Astrica’s team of ServiceNow experts is dedicated to aiding organizations in delivering world-class customer experiences by equipping organizations with the tools and capabilities to streamline service delivery, amplify agent productivity, and bolster customer satisfaction. We help you create an ecosystem of efficiency for CSM in ServiceNow.

Case Study

Creating More Holistic Customer Service for a Global Manufacturer

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Scenario

This global supplier offers equipment and post-purchase support through contractual agreements involving the manufacturer, partners, and customers. The diverse product range led to separate support teams, causing siloed customer support. The manufacturer needed to reduce response time, enhance the customer experience (CX), and control escalating costs for support and maintenance as the business expanded.

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Solution

Leveraging ServiceNow Customer Service Management software and solutions, the manufacturer implemented a partner and customer portal with integrated workflows for all requests, communication, and updates.

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Results

The implementation yielded a 10% improvement in project team throughput on the ServiceNow CSM solution. This enhancement resulted from the holistic management of customer requests and partner interactions, addressing the initial challenges.

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