ServiceNow Customer Service Management or CSM is one of the most effective service management tools that enables proper handling of customers’ services. In this way, CSM allows businesses to strengthen control over the resolution of every customer concern, as well as all types of customer interactions and questions.

Sub-processes of ServiceNow CSM
Case Management:
Customer service management has a comprehensive management system which can be used by companies to manage customer queries effectively. So people can able to track cases from the creation of ticket to resolution and even after the disposal

Knowledge Base:
Having a ready and extensive knowledge is vital for offering self-service solutions and, at the same time, supporting the agents. ServiceNow CSM supports the collaborative and seamless creation, organization and retrieval of articles and FAQs, and other knowledge assets.

Agent Workspace:
To allow its agents to handle customer data, cases, and knowledge effectively and efficiently, the agent workspace is honed into a single pane of glass. This designed working environment enhances the performance of the agents in a way that is efficient.

Customer Portal:
A customer portal enables a number of activities including accessing knowledge base articles, raising cases, and viewing status of issues raised. It makes consumers more independent and alleviates the pressure on the agents.

Reporting and Analytics:
For reporting and analysis, CSM delivers much of the complex forms of Self-service customer feedback, agent evaluation as well as measuring service delivery.

Benefits of ServiceNow CSM

Improved Customer Satisfaction:
CSM assists businesses in providing value-added customer experience through effective case management and customer servicing self-service menus.
Increased Agent Productivity:
A clean and simple desktop environment along with easy-to-use features results in higher levels of agent productivity and the ability to decrease average handling time.
Enhanced Operational Efficiency:
CSM automates the customer service management, thus ensuring that many aspects of the processes are minimized by integrating a range of applications and links.
Better Decision Making:
When it comes to reporting and analytics then organizations can be provided with enormous amount of information about customers, agents, and services and thus can support decision making.
Scalability:
CSM is an effective system that can be adapted to the growth of your company. CSM can handle all your needs regardless of how small or big your business is.

ServiceNow CSM & ServiceNow Partners
A lot of emphasis has been placed on partner participation in the implementation and management of CSM. They set up business strategies and can choose complete implementation for a firm or occasionally just support. The utilization of the knowledge of partners of ServiceNow will allow to achieve the effective CSM implementation and obtain a high benefit from the platform.

Key considerations for ServiceNow CSM implementation:

Business Requirements:
Follow: 5 – Clearly outline the business goals that you look forward to achieving with your CSM.
Integration:
Evaluate the requirements for the integration of CSM with other software systems, for instance, CRM or ERP systems.
Customization:
Based on their findings, the authors concluded the following: Determine the degree of customization needed to fit an individual’s requirements.
Training:
Give proper orientation to agents and end-users who are to be benefiting from CSM so that there can be good usage of the system.
Ongoing Support:
Develop a support program to deal with any problems, or with questions likely to be asked.
Conclusion
ServiceNow Customer Service Management is one of the solutions that can be truly effective for those who decide to change their customer service dramatically. In being an effective control center for interactions with customers, CSM enables organizations to achieve high levels of customer satisfaction, growth in agent performance, and organizational performance. Thus, partnering with the right ServiceNow partner will help organizations achieve value realization on this CSM platform.