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Customer Service Management (CSM)
Create a modern and intelligent customer experience
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.
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.
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.
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
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.
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
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.
Build strategy
Get automated
Amaze your customers
Enhance visibility
Remove barriers
Manage costs
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.
Explore CSM Insights
Blog
Why Federal and State Agencies Need to Improve Customer
Governments, ranging from small municipalities to sprawling federal organizations, are dealing with existing technical environments that are o...
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Case Study
Simplifying Higher Education Credit Management with
This top-ranked public university in Australia wanted to create a better experience for students enrolling in its academic programs. Getting p...
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Blog
ServiceNow Demo: Telecommunications Service Management
Empowering partners with Telecom Order Management When ngena implemented ServiceNow's Telecommunications Service Management (TSM) and Order Ma...
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Case Study
End-to-end Accident Management with ServiceNow CSM
Eclipx Group is an established leader in vehicle fleet leasing, fleet management, and diversified financial services in Australia and New Zeal...
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Case Study
Improve Customer Service Metrics from Weeks to Days
With 12,000 customers and 40,000 employees worldwide, this global medical technology company provides innovative products and services that im...
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Case Study
ngena Achieves Telecom Operational Excellence With
Headquartered in Frankfurt, Germany with business operations in the United States, South America, Europe and Asia, ngena’s mission is to unite...
Read moreLet’s get started!
