Customer Service Management (CSM)

ServiceNow CSM optimizes customer service with automated workflows, self-service, and AI – enabling faster responses, lower costs, and higher customer satisfaction.

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Omnichannel-Support

Case Management & Automation

Knowledge Management

Proactive Services

Integration

Reporting & Analytics

Our Approach

We support you from strategy to ongoing operations – structured and transparent

Analysis & Consulting

We assess your existing service processes, identify optimization potential, and define clear target states.

Design & Concept

We develop use cases and customer journeys, design a user-friendly service portal, and plan the integration of relevant channels.

Implementation & Integration

We technically implement the solution on ServiceNow, automate workflows and escalations, and seamlessly integrate third-party systems.

Rollout & Enablement

We train your teams, support the go-live, and establish continuous feedback and improvement management.

Benefits of Customer Service Management (CSM)

Customer Service Management (CSM) in ServiceNow connects customers, support, and back-office teams on a single platform to resolve requests faster, automate processes, and deliver a seamless, proactive service experience.

Centralized Customer View

All customer requests, interactions, and contracts are consolidated in one platform – ensuring full transparency.

Faster Issue Resolution

Automated workflows and AI-powered case assignment reduce response and resolution times.

Proactive Service

Intelligent analytics help identify and resolve issues before customers even report them.

Seamless Integration

Integration with IT, field service, and back-office teams enables end-to-end service experiences.

Improved Customer Experience

Standardized processes, self-service portals, and clear communication increase customer satisfaction and loyalty.

CONTACT

Thomas Röhr

ServiceNow is more than just a platform – lets create all dimensions for your business value in your digitalization