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What is ServiceNow CSM ?

GlideFast Consulting was named the 2023 & 2024 CIWF Partner of the Year


Customer service is vital for businesses aiming to enhance customer experience and foster brand loyalty. Customer Service Management (CSM) includes all strategies and tools for providing support. ServiceNow CSM, part of ServiceNow Customer Workflow solutions, utilizes machine learning to efficiently address customer issues. It offers self-service options such as automated solutions, chatbot assistance, Knowledge Base articles, and an online community for peer support.

The Difference Between CSM and CRM


CSM prioritizes direct communication between your team and customers, boosting brand loyalty and improving the customer experience, one interaction at a time.


CRM covers the entire customer journey—from prospecting to retention to growth. It's about nurturing long-term connections and understanding the full lifecycle of your customer's experience.

The Power of Both

While CSM and CRM each have unique focuses, together they form a powerful combination. Leveraging insights from both enhances your understanding of customers and drives success throughout their journey.


Why does your Business need CSM

Reflect on your recent customer service encounters. Did positive experiences boost your perception of the company? Did you share them with friends and return for more? Conversely, did negative experiences sour your view, prompting you to avoid future transactions and share your dissatisfaction?

Customer service encounters influence our decisions, with 73% of customers saying exceptional service from one company raises expectations for others. In today's competitive digital landscape, superior customer service is crucial for retaining and expanding customer bases. ServiceNow Customer Service Management streamlines traditional customer service challenges with advanced technologies like self-service options and machine learning, reducing wait times and empowering both users and support teams.

The Benefits

ServiceNow CWF (Customer Workflows) allows organizations to automate and streamline customer service workflows, resulting in faster and more efficient handling of customer requests, issues, and inquiries. This leads to improved response times and overall customer satisfaction.

With ServiceNow Customer Service Management/Customer Workflows You Can

Applications To Implement

How exactly can ServiceNow CSM and customer workflows support your operations? Let’s take a look at a few of ServiceNow’s Customer Service Management applications and learn how they can improve the customer service experience.

With ServiceNow Customer Service Management/Customer Workflows You Can

Customer case management refers to the process a company uses to handle, direct, resolve, and report customer issues. Case management includes everything involved in bringing an issue to a close including the customer, the service representative, behind-the-scenes staff, and the technology and databases used to manage the case.


What Is ServiceNow Case Management?

ServiceNow Case Management simplifies and consolidates the case management process. Case forms can be easily customized and user interface (UI) elements bring consistency to the data collection process. Companies can define Service Level Agreements (SLAs) to ensure customers receive the timely case resolutions they expect and agents can quickly prioritize their case-load. Using a third-party customer service provider? ServiceNow Case Management allows in-house and outsourced teams to conveniently collaborate while also maintaining data privacy standards and regulations.

 Partner with our team of experts to modernize your CSM solutions and start boosting customer satisfaction, improving agent productivity, and building intelligent digital workflows. Our expert team of developers and architects have unique perspectives and skillsets when it comes to implementing, integrating, and managing a ServiceNow Customer Service Management solution that will transform your business