How we optimized ServiceNow CSM to enhance customer service efficiency

Challenges: Inefficient customer service due to underutilized license and fragmented processes

Our client faced several inefficiencies in their customer service operations due to disorganized processes and disconnected systems.

• Underutilized CSM workflow – The CSM capabilities were not fully utilized, leading to inefficiencies in customer support workflows.
• Ineffective Case Tracking – Customer issues were tracked using ITSM interactions instead of dedicated case management workflows, causing missed links between customer queries and incidents.
• Disconnected Install Base Tracking – The products against which customer issues were raised weren’t tracked efficiently, as they were managed in a separate homegrown .NET application, leading to slow and inefficient case resolution.
• PHI Data Compliance Risks – Protected Health Information (PHI) validation was embedded within incident records, requiring a new compliance process within case management.
• Overwhelming Notifications – Excessive system alerts cluttered customer and agent communications, making it difficult to prioritize critical updates.
• Missed Follow-ups on Tickets – Gaps in tracking customer follow-ups led to delays in resolution, impacting response times and customer satisfaction.

To address these challenges, a standardized and automated customer service workflow was needed to improve efficiency, compliance, and service delivery.

Solution: Implementing a structured and automated case management system

We assessed their existing process, conducted workshops to identify pain points, and defined a structured case management workflow with escalation protocols to ensure timely responses for customer-related and complaint-related cases.

Maximizing ServiceNow CSM Workflow
Our team fully leveraged the client’s ServiceNow CSM license by transitioning customer-related cases from ITSM interactions to a dedicated CSM workflow. We integrated key functionalities like case management, CSM configurable workspace, agent assist, and quick messages, improving efficiency and visibility.

Standardized Case Management and Incident Linking
Established a structured case management process, ensuring clear differentiation between customer cases, internal tickets, and complaints. Cases were seamlessly linked to incidents, enabling real-time tracking and better coordination. Standardized email templates streamlined customer communication, reducing manual effort.

Automated Dynamic Case Assignments
Implemented rule-based case distribution using load balancing and round-robin assignment, ensuring even workload distribution and faster response times.

Seamless Install Base Integration
We integrated the client’s SQL database with ServiceNow, enabling real-time tracking of installed products. This enabled service agents to access product details, significantly improving resolution times.

CSM Workspace for Improved Agent Productivity
Our experts configured a centralized workspace with templated responses, automated workflows, and a unified interface, reducing manual efforts and enhancing agent efficiency.

Automated Follow-up Notifications
Introduced a follow-up tracking system where agents set the follow-up date in the case form. When the date is reached, an automated process triggers reminder notifications through email and within the platform, ensuring timely follow-ups.

Reducing Notification Overload
We audited and refined the notification system, eliminating redundant alerts. Only critical updates such as case creation, assignment, resolution, and comments were sent to customers. For agents, notifications were shifted to in-platform alerts, minimizing email clutter.

Centralized Manager Dashboard
Streamlined the client’s dashboards by removing redundancies and configuring a dedicated CSM dashboard for managers. This provided real-time insights into case resolution trends, agent performance, and customer service efficiency.

Benefits: Enhanced customer service, faster resolution, and improved compliance

The implementation of ServiceNow CSM resulted in significant improvements in customer service operations.

• 30% increase in operational efficiency through improved case tracking and automated workflows.
• Higher first-contact resolution rates, ensuring faster and more effective customer support.
• Enhanced compliance with PHI data validation, ensuring regulatory adherence.
• Reduction in notification overload, allowing agents to focus on critical tasks without distraction.
• Improved customer satisfaction and retention due to a more structured and efficient case management process.

Transform your customer support with ServiceNow CSM

Looking to optimize customer service operations with a tailored ServiceNow CSM solution? Our experts specialize in seamless CSM integrations designed to improve efficiency, compliance, and service delivery.

Get in touch today to learn more.