This blog will help you uncover major Customer Service Management (CSM) offerings and will answer how can you use CSM to expedite your service behaviour.
The magic of Customer Service starts with getting to know your customer better. CSM provides you with simple but powerful objects to set-up structured data of your customer accounts and partners. You can identify sites and points of contact for your customers. You can also make system aware of entitlements your organization abides with your customer. These milestones elevate your customer service journey and help you serve them better. To go one step further, you can also authorize your contacts based on defining their respective responsibilities.
CSM offers you 2 major offerings –
1. Case Management – Cases act as very potential façade to capture any sort of customer interaction and later triage it into incident, requests, problems or simple enquiries.
2. Field Services Management – How often do you experience not knowing when a field engineer will get to your location to quickly help you resolve an urgent issues that you are facing.
With CSM – Field Services Management, you can now view available appointment windows, make a selection, and book a service appointment from the service portal. All this from the ease of your laptop/mobile. If you require immediate attention, the service desk dispatch agent can also view the map and assign field engineers that are near to you so that less time is spent on travelling and your issue can be quickly worked on. This provides transparency and ensures that you get all the attention you need to get your issue resolved
With self-serve capability, you can let your B2B and B2C users login into your own CSM portal. You can grant restricted privileges to some contacts in your customer’s domain to manage their own end users. This is like giving power back to the business where your customer can take care of some volumes of transactions like user provisioning etc, and thereby freeing up your Service desk resources for more potent cases.
Customer service management is a very powerful plugin available within your ServiceNow platform with many upgrades queued up in upcoming releases. ServiceNow is investing heavily based on best practices learnt from different customer service domains and this is definitely a great time to leverage benefits from this out-of-box utility.