Customer Service Management

Forrester reveals the ROI of ServiceNow Customer Service Management in its new 2019 study.

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

Elevate your customer service from request to resolution.

Don’t just take our word for it

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

Technology

Customer service productivity up 45%

Using ServiceNow, Vodafone customer service agents resolve issues before customers know about them.

Government

Assignment times shrink by 100%

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

Healthcare

Managing and servicing 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.

Predictive Intelligence

Resolve issues faster by using machine learning to route issues and recommend solutions.

Omni-Channel

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

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, Service Catalog, and Service Portal.

Virtual Agent

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

Field Service Management

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

Communities

Connect customers and employees with their peers to find answers and solve problems.

Service Management for Issue Resolution

Identify, diagnose, and permanently resolve customer issues.

Proactive Customer Service Operations

Monitor your customers’ products and services to identify issues proactively and fix them quickly.

Customer Service Management Mobile App

Manage cases on the go with a consumer-style app using native device features.

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.

Surveys

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

Reports and Dashboards

Generate and distribute customized reports and dashboards on demand.

Performance Analytics

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

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.

Continual Improvement Management

Initiate and track improvements across the enterprise by aligning people, processes, and data.

ServiceNow customer service management capabilities

Customer Service Management integrations

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

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ServiceNow latest release brings mobile to the enterprise

What’s new in New York

Break down silos, provide frictionless employee service, and increase productivity. The Now Platform New York release delivers new innovations in enterprise mobile, intelligence, and workspaces.

Slack

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Communicate transparently and reach resolution faster by connecting Slack in the Integration Hub.
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Join us at a live or virtual event

SERVICENOW EVENT

Knowledge 2020: May 3-7

Take work to the next level. Join us in Orlando at the early bird price!

SERVICENOW EVENT

Future of Work: Fall 2019

Discover new ways to inspire innovation at this engaging ServiceNow event.

Choose a package

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

Standard

(13)
  • Agent Workspace
  • Case and Major Issue Management
  • Omni-Channel
  • Visual Workflow and Automation
  • Self-Service
  • Field Service Management
  • Communities
  • Service Management for Issue Resolution
  • Customer Service Management Mobile App
  • Customer Data Management
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Continual Improvement Management

Professional

(18)
  • Agent Workspace
  • Case and Major Issue Management
  • Omni-Channel
  • Visual Workflow and Automation
  • Self-Service
  • Field Service Management
  • Communities
  • Service Management for Issue Resolution
  • Customer Service Management Mobile App
  • Customer Data Management
  • Visual Task Assignment
  • Surveys
  • Reports and Dashboards
  • Proactive Customer Service Operations
  • Predictive Intelligence
  • Performance Analytics
  • Virtual Agent
  • Continual Improvement Management

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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