Customer Service Management Icon

Customer Service Management

ServiceNow Customer Service Management is built for the digitally connected service economy. The convergence of products and services is raising the bar on customer expectations. But traditional customer support tools are no longer working.

Using structured service management processes, ServiceNow helps you to identify and fix the root cause of issues before customers even notice. Omni‑channel engagement makes it easy to manage complex customer relationships. You can track and visualize the operational health of the products and services in your install base in real time and offer self‑service to reduce call volume. This new approach will drive continuous improvement in your service commitments and pay dividends in customer loyalty.

Self-Service Portal

ServiceNow Customer Service Management

Self-Service Portal

Omni-Channel Engagement

ServiceNow Customer Service Management

Omni-Channel Engagement

Visualize Install Base Health

ServiceNow Customer Service Management

Visualize Install Base Health

Automate Repetitive Requests

ServiceNow Customer Service Management

Automate Repetitive Requests

Anticipate and Respond to KPIs

ServiceNow Customer Service Management

Anticipate and Respond to KPIs

Drive Case Volume Down and Customer Loyalty Up

Traditional CRM products focus on responding to issues. Customers are not just looking for a callback—they want a permanent resolution. ServiceNow connects customer service to engineering, operations, and other teams on a common platform. This dramatically increases the velocity of response, the accuracy of resolution, and boosts product and service quality.

Fix Root Causes

Visualize the real‑time operational health of your install base to pinpoint underlying problems

Solve problems permanently through integrated field service, knowledge sharing, product improvements, and process changes

Connect and collaborate with experts in other teams

ServiceNow Customer Service Management

Engage and Empower

Automate services and publish as catalog items for self‑serve

Free customers to manage their own users, assets, and account information 

Offer omni‑channel connections

ServiceNow Customer Service Management

Optimize the Service Experience

Model complex customer relationships and contractual obligations

Drive continuous improvement in service commitments

Act on insights provided by customer satisfaction surveys and reporting

ServiceNow Customer Service Management

Events

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WEBINAR

Beyond CRM: Rethinking Customer Service

Kate Leggett, Principal Analyst at Forrester Research, reveals how companies are transforming customer service to be easier.

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WEBINAR

Roadmap to Customer Transformation

Hear how NICE Systems transitioned to an automated solution that resolves the root cause of an issue before a customer needs to call.