With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centric and efficient way.
With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.
With optimized customer service management, you can offer your customers simple and appealing omnichannel channels for all service inquiries - whether product information, contract conclusion, or fault reporting.
AI-based self-services and 24/7 mobile interaction take your customer touchpoints to the next level.
Eliminate information gaps and media discontinuities in your service processes. Create a 360° view of your customer centrally and across teams. This enables service agents to process all service requests in a targeted and effective manner in the initial contact.
Control your service process workflow-supported through all involved units and consolidate the relevant information from third-party systems in a dashboard.
Gain full transparency on the adequacy and compliance of service levels and manage your service quality based on objective facts.
Anticipate customer needs with AI and automate known services end-to-end for agreed and efficient processing.
Customer Service Management from ServiceNow® offers maximum transparency for your customer care department. At any time, they have a 360° overview of your customers - such as delivered products, delivery status or faults. In this way, it helps to deliver the right services right from the start.
Up-to-date customer information and targeted services increase customer loyalty and satisfaction. In this way, the system makes a significant contribution to increasing customer lifetime value and overall sales.
The integrated field service management also enables the targeted deployment of the right resources for the right assignments at your customers' sites.
We offer you various services for the development and optimization of your organization's customer service management:
Our experts advise you on your strategic issues relating to customer service. We work with you to develop the necessary measures.
You receive a concrete roadmap for the step-by-step transformation for a sustainable improvement of your CSM organization on all levels - organization, technologies, people and partners.
Our experts work with you to analyze your service processes using a method and identify bottlenecks, limitations and non-value-adding activities.
On this basis, we optimize in a targeted manner, streamline and accelerate the relevant processes, and identify additional potential for digitization and automation.
We implement the Customer Service Management and Field Service Management modules of ServiceNow® for you in line with your requirements and operate them in the Application Management Service on request.
In doing so, we use our proven iTSM project procedure model to deliver our services efficiently and transparently for all key stakeholders.
As an accredited training partner of ServiceNow®, we train your employees in the application as well as in the further development and configuration of the ServiceNow® platform.
In customized workshops, we show you the tips & tricks for using the platform, as well as the necessary and latest features - both online as virtual classroom training and in-house at your organization.
At the beginning of the project, the foundations for successful implementation are laid. The aim is to define a common understanding of the project goals.
This phase serves to analyse the content and to describe all requirements in detail. This is where the solution design and development specifications arise.
Here the high-quality functions are created and tested together with the customers. The implementation follows an agile approach as far as possible.
A structured review is carried out to ensure that the project is completed in the best possible way. A "Lessons Learned" of the project and the handover into operation are the main focus here.
Our experienced team brings know-how and the necessary manpower to support you in a targeted manner - regardless of the tools or technologies used.
As an established provider of training in IT and project management, we also ensure the education and training of your employees with regard to classic and agile methods.
Our experts and consultants are certified according to a number of standards such as DevOps, Scrum, PRINCE2® and ServiceNow®.
ServiceNow® and the iTSM Group - forward-looking partnership
As an Elite Partner of ServiceNow® the iTSM Group with its subsidiaries in Germany, Austria, Switzerland and the Netherlands is the first choice for consulting, implementation and operation of solutions based on ServiceNow.
We support our customers with a holistic approach and according to individual needs - from strategic orientation, implementation and competence transfer to the continuous operation of the platform.
The concentrated know-how of our specialized and certified Solution Architects, consultants and accredited trainers enables companies to optimize their project landscape in terms of performance and thus to sustainably improve the operational added value and innovative strength of their company.