Contact Us
kyle holding phone neon 2022-01-1-1-1-1 kyle holding phone neon 2022-01-1-1-1-1

Customer Service Management (CSM)

Create a modern and intelligent customer experience
ManLaptop-2 ManLaptop-2
CSM SERVICES

Unleash your customers potential

Deliver a customer experience beyond expectation to improve customer satisfaction and loyalty. Improve service operation, agent productivity, and customer engagement with ServiceNow by eliminating manual tasks, automating common requests, and breaking down siloed processes. Thirdera's phased approach will allow you to develop new methods for connecting and engaging with your customers, promote self-service, and create new efficiencies with automation and proactive support management.

faded_woman looking at computer 2021-07 v2 faded_woman looking at computer 2021-07 v2
MEET CLARITY

Leverage CSM to streamline Order Management

Thirdera and ServiceNow are reshaping how industries perform order management with Clarity. Combining intuitive aesthetics with powerful automation, Clarity provides your organization with a complete order management solution that can generate tangible business value from day one.

Learn more

CUSTOMER SERVICE MANAGEMENT OFFERINGS

Service Offerings

Thirdera offers a wide range of CSM services designed to assist you in developing and optimizing your ServiceNow platform.

Implementation Services

  • Case and Knowledge management portal  
  • Industry focused portal
  • ITSM to CSM transition
  • CSM Professional
  • CSM Enterprise  
  • Field Service Management Delivery

 

Advisory Services

Products and Tools

  •  CSM Roadmap Assessment 
  • FSM Roadmap Assessment 
  • ITSM to CSM Conversion 
  • 3CLogic Telephony Integration 
aanya in dress hexagon shape 2022-02-1 aanya in dress hexagon shape 2022-02-1
CONNECT & ENGAGE

Elevate your customer connection

Connect with your customer through the channel of their choice and keep your agent engaged in conversation to resolve the customer issues quickly. Thirdera guides you through the process of designing a customer experience that fits your audience using ServiceNow solutions such as:

  • Case and Knowledge Management
  • Agent Workspace
  • Customer Portal
Ehtisham - neon man sitting in front of laptop 2021-10-1 Ehtisham - neon man sitting in front of laptop 2021-10-1
SELF-RELIANCE

Empower your customers

Leverage knowledge, service catalogs, and chatbots with your customer portal for an intuitive self-service experience. Create a streamlined process by removing manual steps and automating customer inquiries to increase your agent’s productivity and reduce resolution time. Develop advanced strategies using Thirdera’s proven customer experience toolkit, ServiceNow playbooks, and industry recognized best practices.

amanda neon outline with bun 2022-01 amanda neon outline with bun 2022-01
AUTOMATION & PROACTIVE MANAGEMENT

Evolve as you grow

Establish new levels of Customer Service Management maturity with ServiceNow's Machine Learning and Artificial Intelligence engines. Automate issue routing, generate instant suggestions, and identify data-driven trends to improve agent productivity. 

  • Create advanced customer workflows
  • Unify processes across departments
  • Integrate and automate with other industry solutions
Employee Spotlight

Meet the expert

Nicholas Yancer
Solution Architect

With 12 years of ServiceNow experience, including the last 7 as an implementer, Nicholas has helped dozens of organizations across multiple industries experience the transformational power of ServiceNow. His background in Project Management and IT Service Delivery brings a unique, value-centric perspective to each engagement, most recently helping to implement Telecommunications Service Management and automating nearly 100% of a manual, spreadsheet-and-email-based process.

BUSINESS OUTCOMES

Go beyond customer expectations

Meet customers where they are, and provide a frictionless experience for full access to your business and services.

connected circles pink thirdera icon-1

Build strategy

Design an intelligent approach to optimize user experience for all involved personas
gear settings icon thirdera pink

Get automated

Remove manual steps and configuration through flow and automation​
instant messaging laptop icon thirdera pink

Amaze your customers

Leverage cutting-edge portal design for all users​ to manage products and services
headset live chat copy icon thirdera-3

Enhance visibility

Access dashboard view for proactive trouble resolution and customer portfolio management​
destionation path icon thirdera

Remove barriers

Enable customers to manage complex issues and eliminate manual processes
money in hands icon thirdera pink

Manage costs

Reduce TCO with a central cloud platform and no-code/low-code citizen development
CASE STUDIES

Customer success

aerial view of highway city  2021-10 aerial view of highway city  2021-10

End-to-end Accident Management with ServiceNow CSM

Eclipx needed a platform as a means to manage its end-to-end Accident Management process. Using ServiceNow's Customer Service Management application, Thirdera provided a custom  Accident Management System (AMS) that gives users visibility and control of the full lifecycle of the accident process, along with various integrations and reporting capabilities.

 

Read the full story

Explore CSM Insights

Let’s get started!

Get in touch