Enable your customers to interact mobile, efficiently and 24/7 with "AI"-based self-services and provide your service agents with all relevant information centrally - in every process step, across departments and up-to-date at all times: With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.
In the B2B as well as in the B2C market, there is a constant courting of customers. To stay ahead of the game, both the first impression and the lasting satisfaction of your customers with your service count. Use your customer service management to make your service delivery more efficient and to consistently increase your customers' satisfaction.
From call centre to proactive service partner - with holistic and transparent customer management, service organisations gain a 360° view of their customers. This enables them to act in a targeted and effective manner right from the first contact, to anticipate service requests and to process them automatically.
The iTSM Group supports you on both a technological and organisational level in the transformation of your customer service organisation: we analyse and optimise existing service processes using methods, transfer them to the customer service management solution of ServiceNow® and enable and train your service agents and other participants with individual training and coaching measures.
With optimised customer service management, you can offer your customers simple and appealing omnichannel channels for all service enquiries - 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 on your customer centrally and across teams. In this way, service agents process all service requests in a targeted and effective manner in the first contact.
Control your service process workflow-supported through all involved units and consolidate the relevant information from third-party systems in a dashboard.
Create full transparency about the appropriateness of and compliance with service levels and manage your service quality on the basis of 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, the 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 contributes significantly to an increase in customer lifetime value and overall turnover.
The integrated field service management also enables the targeted deployment of the right resources for the right assignments at your customers' sites.
Webinar on ServiceNow® CSM
Would you like to learn more about Customer Service Management and see how the customer experience can be designed in ServiceNow®? Our free webinar uses a retail use case as an example to show you the possibilities retailers have in reporting faults, how agents of a service provider can work specifically on cases with the Agent Workspace and at the same time keep an eye on connections to contracts and planned maintenance.
With our services in Field Service Management, we support you in offering your customers transparent standardised services on site. Efficient planning of assignments has a positive impact on key KPIs and your field service staff can directly access the data or service processes they need.
We offer you various services for the development and optimisation of your organisation's customer service management:
Our experts advise you on your strategic questions concerning customer service. We work with you to develop the necessary measures.
You receive a concrete roadmap for a step-by-step transformation for a sustainable improvement of your CSM organisation on all levels - organisation, technologies, people and partners.
Our experts analyse your service processes with you using a method and identify bottlenecks, limitations and non-value-adding activities.
On this basis, we optimise in a targeted manner, streamline and accelerate the relevant processes and identify additional potential for digitalisation and automation.
We implement the Customer Service Management and Field Service Management modules of ServiceNow® for you according to your needs and operate them in the Application Management Service on request.
In doing so, we use our proven iTSM project procedure model to provide 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 customised 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 organisation.
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 training and further education 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.