Customer Service Management

From call centre to customer darling - customer service with the "wow" effect

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.

The advantages of holistic customer service management

Customer Satisfaction

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.

Operational Excellence

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.

Quality Increase

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.

The solution: ServiceNow® Customer Service Management

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

Get to know Customer Service Management (CSM) in ServiceNow®

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.

Get the webinar recording

The CSM services of the iTSM Group

We offer you various services for the development and optimisation of your organisation's customer service management:

From Vision to Value

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.

Service Process Optimization

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.

ServiceNow® CSM Implementation

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.

CSM Workshops

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.

Case

Customer Service Management

Car manufacturer

Omnichannel approach using the example of an international car manufacturer

The iTSM Group supported an international car manufacturer in transforming its customer service management into an omnichannel approach. The aim was to guide customers to us in a simple and intuitive way and thus maintain contact with them. Agents no longer have to switch back and forth between different interfaces, depending on whether the customer is in chat or communicating with us via Slack. Instead, they have a single interface that allows them to use all channels seamlessly.

Challenges

More than 20,000 cases per year both B2B and B2C
Global support in many different languages and countries
variety of support channels for customers
different support layers

Benefit

During implementation, our focus was on establishing a locally anchored support team that is familiar with the specific local conditions. This includes not only the language and culture, but also climatic conditions, especially in the automotive sector, where these factors are crucial. Local support should of course also be familiar with the models that have been sold in the region for many years, as not every model is delivered in the same version worldwide.

In order to achieve these goals, we ultimately introduced a dedicated case type for 1st level support. This enables us to overcome language barriers, stay close to the customer and know the local peculiarities inside out. Communication always takes place via the local contact person, even if a ticket is later forwarded to the central support unit.

Download: Customer Success Story (Detail)

Case

IT Service Management

Global Investment Company

Realignment of the IT organisation based on ServiceNow®

The iTSM Group supports a global alternative investment specialist based in Switzerland with almost 700 employees in 13 locations worldwide in the comprehensive realignment of its IT service management with the aim of making a whole range of processes available across all business areas with one service platform.

The challenge

Consolidate disparate processes onto a single platform that ensures a consistent user experience to improve productivity through workflows and automation.

The solution

By implementing ServiceNow® Incident, Problem & Request Management as well as ServiceNow® Service Portal and Knowledge Management, a user-friendly service portal was set up as a "one-stop shop" for employees. The included agent dashboards with live data allow for better transparency and a reduction in the time needed to resolve critical support problems and incidents. In addition, the knowledge database allows for improved knowledge sharing and thus also shortens resolution times. In addition, the service catalogue was reorganised in the course of the implementation and thus made accessible to automation potentials.

Case

Customer Service Management

Managed Service Provider

ServiceNow® Customer Service Management for a Managed Services Provider

The iTSM Group supports a company in the field of IT security, data center and network solutions and, as one of Germany's leading managed security services providers, employs staff in several locations across Germany.

The customer had to contend with partially non-transparent processes in the replaced ticket system, as information was transported via different channels and ticket processes were not centrally documented. Due to the poor quality of the portal, it was also not used in the old system, which resulted in increased support costs due to mail processing. Furthermore, a connection to T-Systems was not easily possible. To make this possible, an existing connector was configured in ServiceNow®.

Challenges

Introduction of a professional and reliable CSM solution, including a service portal, to support external customers
Bidirectional connection of ServiceNow® to an external ticketing tool

Value

Smooth replacement of an existing service management platform
Reliable and secure provisioning and authentication of external users
Rapid realization of added value due to short project duration

Case

Customer Service Management

provider of infrastructure for critical facilities

The customer is an international provider of infrastructure for critical facilities. ServiceNow® is integrated with an Event Management Tool and a second ticketing tool operated by a B2B customer. Our client works

exclusively in ServiceNow®, while their customer primarily operates in their ticketing tool. Through a CSM portal, our customer provides the opportunity for direct interaction and the ability to request more in-depth investigations (problem).

Challenge

The challenge in this project was to create a highly available system that interacts with systems located in isolated network areas.
Due to very strict and short SLA times, prompt support activation is required.
Additionally, a periodic reporting obligation is required which lists the faults that have occurred according to severity and SLA fulfillment.

The iTSM Group as your partner for Customer Service and ServiceNow® - everything from a single source

Know-How

Our experienced team brings know-how and the necessary manpower to support you in a targeted manner - regardless of the tools or technologies used.

Trainings

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.

Certified

Our experts and consultants are certified according to a number of standards such as DevOps, Scrum, PRINCE2® and ServiceNow®.

ServiceNow® and the iTSM Group - a forward-looking partnership

As an Elite Partner of ServiceNow®, the iTSM Group with its subsidiaries in Germany, Austria, Switzerland, the Netherlands, Romania, UK and Italy is the first choice when it comes to 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 ongoing operation of the platform.

The concentrated knowhow of our specialized and certified solution architects, consultants and accredited trainers enables companies to optimize the performance of their project landscape and thus sustainably improve the operational value creation and innovative strength of their company.

Suitable workshops

Customer Service Management

In our Customer Service Management Workshop, you will learn the core elements of Customer Service Management (roles, case handling, supporting platform functionalities) within one day.

The course also prepares participants without prior ServiceNow® knowledge for the handling of cases and shows you how to optimize your customer service from the request to the solution.

To CSM Introduction

ServiceNow® First Touch

With our ServiceNow® First Touch training, you will get to know ServiceNow® ITSM using a practical example and learn how you can organize your IT service management and its processes with ServiceNow® and implement them in accordance with ITIL®.

The focus of the course is on the practical implementation of a story under the guidance of our trainers, who have extensive ITIL® experience and know ServiceNow® inside out. This makes you the right person to map even complex processes in ServiceNow®.

To ServiceNow® Introduction