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.
Leverage CSM to streamline Order Management
Thirdera offers a wide range of CSM services designed to assist you in developing and optimising your ServiceNow platform.
Products and Tools
Increase 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 catalogues, 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 recognised 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
Meet the expert
With 12 years of ServiceNow experience, including the last seven as an implementer, Nicholas has helped dozens of organisations 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.
Amaze your customers
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.