ServiceNow Customer Service Management (CSM)
As a certified ServiceNow partner, we will help you turn your customer service into a revenue generator and improve customer loyalty with one platform.
IMPROVE YOUR CUSTOMER SERVICE OPERATIONS
Every interaction can be a positive experience for your customers – from a simple inquiry to a support call or a purchase.
ACHIEVE MORE WITH SII x SERVICENOW CSM
Optimized operational efficiency
Sii will provide you with a dedicated workspace that consolidates all agent interactions, SLAs, and outsourced services in one spot. You will experience multiple benefits:
- Faster ticket resolutions – to give your support teams unified data to speed up responses by up to 5 times.
- Agent Workspace – offers a single interface to manage cases, track SLAs, and identify upsell opportunities.
- Global rollouts – tackle complexity head-on with domain separation if needed, to deliver a smooth experience across multiple subsidiaries or regions.
Improved customer self-service
We’ll help you make your customers able to resolve many issues on their own:
- Omnichannel support – to provide assistance via phone, chat, email, web, social, or face-to-face, with consistency across platforms.
- Integrated portals and knowledge – to let users find relevant articles, create cases, and interact with a Virtual Agent from one central hub.
- Messenger-like pop-ups – embed a chat window in any site or app, to unify your entire service process under the ServiceNow umbrella.
Enhanced case handling
Sii will help you use AI that automatically summarizes key details and drafts resolution notes:
- AI-driven efficiency – to offload routine duties to AI, to allow agents to focus on higher-value tasks.
- Context integration – to speed up complex interactions by inserting relevant chat history into generative models.
- Scalable AI adoption – to serve more customers with exceptional quality with AI that helps handle larger volumes.
Upgraded customer data management
With Sii’s help, you can collect, structure, and analyze your customer data for actionable intelligence:
- Real-time visibility – to monitor performance and spot bottlenecks instantly with dynamic dashboards.
- Ongoing optimization – to use analytics to refine processes, reduce case volumes, and raise satisfaction levels.
- Unified records – to stay in line with a Common Service Data Model, to improve collaboration between teams and boost data accuracy.
WHY PARTNER WITH SII FOR SERVICENOW CSM
ServiceNow Partner
Sii has strong ServiceNow partnerships in Poland, Sweden, Denmark, Switzerland, Austria, Germany, the UK, and the USA. These alliances prove our capability to implement CSM projects worldwide – and reduce resolution times by up to 80% for multinational energy and IT service providers.
50+ certified experts
Our 50+ ServiceNow experts come from diverse industries, ensuring that your CSM deployment is tailored to real business needs. With flexible engagement models, we can scale quickly – to deliver measurable improvements in as little as a few weeks.
Custom solutions
We integrate ServiceNow CSM with other key systems in any IT landscape – from ERPs to in-house platforms. We cover consulting, configuration, training, and ongoing support – so you get a reliable partner for every phase of digital transformation.
SERVICENOW CSM CASE STUDIES
BENEFIT FROM OUR END-TO-END SERVICES
Our step-by-step approach
Servicenow CSM NEWS & PROJECTS
Strategic ServiceNow growth. Sii Poland extends full-scale partnership to the Nordic region
Read more
Strategic ServiceNow growth. Sii Poland extends full-scale partnership to the Nordic region
Read more
Future-proof architecture: How to design a ServiceNow ecosystem that grows with your business?
Read more
Expanding beyond Europe. Learn more about Sii Poland’s global partnership with ServiceNow
Read more
What can you be in the ServiceNow world?
Read more
Can relocation during lockdown be successful? Check how Sii Poland took up the challenge and moved the international bank to a new headquarters
Read more
ServiceNow and SLA
Read moreWHAT YOU NEED TO KNOW
Read out FAQ
ServiceNow Customer Service Management (CSM) is a solution that unifies case management, omnichannel support, and workflow automation. It helps you deliver faster resolutions, upgraded processes, and a better customer experience. By centralizing information and connecting teams on the Now Platform, you reduce escalations, improve agent productivity, and boost satisfaction rates.
The Agent Workspace consolidates customer data, relevant knowledge articles, and SLA-driven tasks into a single view. Agents can quickly access case details, update records, and collaborate across departments. This convenient access reduces resolution times and errors, and delivers higher-quality support.
Now Assist uses generative AI to automate key tasks like summarizing case details or drafting resolution notes. By integrating chat context and historical data, it accelerates interactions, freeing up agents to focus on more strategic decisions. The advanced chatbot capability helps your organization handle higher ticket volumes with a high level of quality.
ServiceNow Virtual Agent and chatbots can handle repetitive queries and routine tasks, but they’re designed to augment – not replace – human agents. When difficult or sensitive issues arise, Virtual Agent transfers customers to a live support representative – to provide a personalized, empathetic touch where it matters most.
Domain separation in ServiceNow CSM isolates data, processes, and user roles for different branches or subdivisions. This setup is essential for large-scale implementations where privacy, compliance, or unique operating models require segmented access. It guarantees each unit’s workflows and data remain secure and distinct while leveraging a single, centralized platform.
By integrating Knowledge Articles, a Service Portal, and community platforms, ServiceNow CSM allows you to store, curate, and share relevant information across your entire organization. Agents and customers alike can quickly find answers, which speeds up resolutions, decreases incoming requests, and reduces repetitive queries.
ServiceNow CSM offers robust analytics and dashboards to track key metrics like ticket volume, SLA compliance, agent performance, and customer satisfaction. By closely monitoring these KPIs, organizations can identify trends, resolve bottlenecks, and continuously optimize support operations.
Implementation complexity varies based on factors like existing infrastructure, third-party integrations, and the number of required workflows. With a structured approach – covering discovery, configuration, testing, and training – a typical deployment can range from a few weeks to several months. Engaging an experienced ServiceNow partner delivers a smooth rollout, in line with best practices.
By integrating CSM with ITSM, Field Service Management, or HR Service Delivery, you centralize data and workflows in a single system of record. This synergy eliminates silos, fosters cross-department collaboration, and creates a unified user experience for both employees and customers – to maximize the return on your ServiceNow investment.
NASZE DODATKOWE USŁUGI
Join us
Become part of the Power People team