Case Study

Streamlined Customer Service Workflows using ServiceNow CSM

A top IT services company streamlined its customer service workflows with ServiceNow CSM, improving issue resolution and boosting customer satisfaction.

A leading global software company revolutionized its customer service with ServiceNow CSM, resulting in a 90% increase in agent efficiency and a 4.5/5 CSAT score.
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Industry & Region: Information Technology, Global
Technology Stack: ServiceNow CSM
Client Overview
Our client is a leading software development company, renowned for its expertise and innovation in delivering cutting-edge IT solutions. With a global presence and a focus on technological advancement, the company is committed to providing top-notch services to its diverse clientele.
Business Challenge
Our client struggled with managing its customer service operations efficiently. Their existing workflows were fragmented, leading to a disjointed customer experience. The key challenges they faced were:
  • Limited Touchpoints: Customers could contact the company only through phone calls and emails. There were no other channels of communication available.
  • Information Silos: Agents lacked easy access to necessary customer information, hindering resolution times and accuracy.
  • High Ticket Volume: The cumbersome communication channels led to a high volume of customer service requests.
  • Inefficient Issue Resolution: Internal and external issue resolution required collaboration across departments, but lack of a unified platform hampered operational efficiencies.
They were looking for a solution to streamline and strengthen their customer service operations by addressing these issues.
Solution Offered
In their pursuit of a trusted ServiceNow partner, the client approached us. Our team of ServiceNow experts delivered a proof-of-concept on how the software solutions company can address its customer service challenges using ServiceNow CSM. Satisfied with the PoC, the client onboarded us to implement ServiceNow CSM Pro. Over 4.5 months, a dedicated team of 5 experts worked offshore to deploy the solution. Key features implemented include:
  • Omnichannel Service: Customers gained access to multiple communication channels, like a chatbot, and mobile app (leveraging Now Mobile and Virtual Agent features). The customer self-service portal drastically reduced the number of tickets raised.
  • ServiceNow Knowledge Management & Workspaces: The Knowledge Management feature enabled easier and better access to information for the agents and even the customers for their self-service. The Workspaces feature provided agents with a single pane view of all relevant customer information, making their job easier.
  • Seamless Integration with Existing Applications: CSM Pro seamlessly integrated with the company’s existing ServiceNow modules like ITSM, allowing conversion of tickets raised by customers into incidents for other modules. This facilitated the end-to-end management of tickets, streamlining issue resolution.
Moving forward, we aim to incorporate Sentiment Analysis and Now Assist (Gen AI-based tool) to further enhance the solution’s capabilities and elevate the company’s customer experience workflows.
Value Delivered
  • Reduced ticket volume and accelerated issue resolution.
  • Improved agent efficiency by 90%.
  • Enhanced customer satisfaction score from unquantified to 4.5/5.
  • Provisioned the CSM module to over 15 Lines of Business (LoBs) for various services.
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Streamlined Customer Service Workflows using ServiceNow CSM

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