Exciting news! Thirdera has been acquired by Cognizant.

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Customer Service Management (CSM)

Create a modern and intelligent customer experience
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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.


Certified Offerings

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Streamline Order Management with Clarity

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

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Elevate the Constituent Experience with CitizenKey

CitizenKey is a ServiceNow-certified solution that addresses the unique challenges faced by public sector organizations. Focused on delivering a modern consumer-centric experience, CitizenKey accelerates the deployment of a secure, persona-based, and digital-first solution for federal and state agencies. 


See CitizenKey in action


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 
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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
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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.

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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.


Go beyond customer expectations

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

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Build strategy

Design an intelligent approach to optimize user experience for all involved personas
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Get automated

Remove manual steps and configuration through flow and automation​
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Amaze your customers

Leverage cutting-edge portal design for all users​ to manage products and services
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Enhance visibility

Access dashboard view for proactive trouble resolution and customer portfolio management​
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Remove barriers

Enable customers to manage complex issues and eliminate manual processes
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Manage costs

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

Customer success

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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.


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