Customer Service Management

Forrester reveals the ROI of ServiceNow Customer Service Management.

Elevate your customer service from request to resolution

Great service means more than just engaging your customers. Connect customer service with other teams to resolve issues quickly and proactively.

Don’t just take our word for it

See how companies like yours use Customer Service Management to deliver exceptional customer service experiences.

Technology

Epicor consolidates 60+ CRM and portal systems

With a single global support platform for 20,000 customers, Epicor realized $11.4M in economic impact.

Government

Tennessee shrinks assignment times by 100%

The State of Tennessee cut case assignment times from 36 hours to 8 minutes and re-energized its staff.

Manufacturing

Broadcom replaces 18 apps

Broadcom integrated multiple acquisitions into a single platform to simplify the customer experience.

Healthcare

Trimedx manages and services 1.7 million devices

With ServiceNow as an operations hub, Trimedx improved speed to market and trend prediction.

Capabilities that scale with your business

Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.

Agent Workspace

Enhance agent productivity with multitasking, integrated solutions, and an optimized layout.

Case and Major Issue Management

Manage customer interactions and visually track activities, case status, and SLAs.

Intelligent Routing

Automatically assign cases and work orders based on skills, availability, and location.

Omni-Channel

Integrate telephony systems and support customers across web, phone, chat, email, and social media.

Customer Data Management

Give agents a view of accounts, contacts, entitlements, contracts, products, assets, and install base.

Visual Task Assignment

Assign customer requests and tasks to other departments with visual task boards.

Visual Workflow and Automation

Automate assignments, tasks, and service processes with a simple drag-and-drop interface.

Self-Service

Drive self-service with Knowledge Management, Communities, Service Catalog, and Service Portal.

Surveys

Use surveys to measure voice of the customer and stay current with customer concerns.

Field Service Management

Create and manage work orders based on technician skills, availability, and inventory.

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

Reports and Dashboards

Generate and distribute customized reports and dashboards on demand.

Agent Intelligence

Resolve issues faster and increase agent efficiency using machine learning.

Performance Analytics

Analyze trends with KPIs, metrics, and role-based dashboards for customer service.

Virtual Agent

Improve the customer self-service experience with conversational guidance using a chatbot.

Operations Management

Track service health with Event Management, Discovery, and Operational Intelligence.

Financial Modeling

Gain visibility into expenses by connecting real costs to service users and consumption.

Project Portfolio Management

Manage your entire project lifecycle and program portfolio.

Customer Service Management integrations

Customer Service Management easily integrates with partner and third-party applications.

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We play nice with existing software

Customer Service Management easily integrates with partner and third‑party applications.

Choose a package

Find the Customer Service Management package that works for your business.

Standard

(12)
  • Agent Workspace
  • Case and Major Issue Management
  • Intelligent Routing
  • Omni-Channel
  • Customer Data Management
  • Visual Task Assignment
  • Visual Workflow and Automation
  • Self-Service
  • Surveys
  • Field Service Management
  • Service Management for Issue Resolution
  • Reports and Dashboards
  • Agent Intelligence
  • Performance Analytics
  • Virtual Agent

Professional

(15)
  • Agent Workspace
  • Case and Major Issue Management
  • Intelligent Routing
  • Omni-Channel
  • Customer Data Management
  • Visual Task Assignment
  • Visual Workflow and Automation
  • Self-Service
  • Surveys
  • Field Service Management
  • Service Management for Issue Resolution
  • Reports and Dashboards
  • Agent Intelligence
  • Performance Analytics
  • Virtual Agent

Licensed Separately

(3)
  • Operations Management
  • Financial Modeling
  • Project Portfolio Management

Thank You

Thank you for submitting your request. A ServiceNow representative will be in contact within 48 hours.

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