Proactive Issue Resolution:
Predictive analytics and AI help identify and resolve potential issues before they impact customers. By anticipating problems, you can address them proactively, minimizing disruptions and enhancing customer satisfaction.
ServiceNow Customer Service Management
CSM/CRM
Enhance customer experiences with GlideFast Consulting and ServiceNow CSM. Leverage the industry-leading platform and our expertise to transform your customer service into a strategic advantage.
CSM Overview
ServiceNow Customer Service Management (CSM) is a powerful platform that helps organizations deliver seamless, proactive customer support. By automating processes, leveraging AI-driven insights, and providing self-service options, ServiceNow CSM enhances efficiency and customer satisfaction. It enables businesses to resolve issues faster, anticipate customer needs, and foster collaborative problem-solving, all while scaling operations to meet growing demands. With CSM on the Now Platform®, organizations can transform their customer service into a strategic advantage.
Enhanced Self-Service Options:
Empower customers with self-service tools like AI-powered virtual agents, an extensive Knowledge Base, and automated workflows. These resources allow customers to resolve issues on their own, reducing dependency on support teams and speeding up response times.
Unified Agent Workspace:
A unified workspace consolidates all customer information, case details, and service records into a single view. This streamlined interface enables agents to work more efficiently, improve resolution times, and deliver superior customer service.
CSM Success 
"Thank you guys for being prepared and leading the workshops to add value. It is much better than we experienced previously"
-Deepa Komdepudi, Project Manager, State of Delaware
Kickstart your CSM Transformation Today
FastTrack
CSM FastTrack is a foundational accelerator that rapidly implements Customer Service Management (CSM) by configuring core setup, case types, virtual agents, and ITSM plugins.
CSM Applications & Capabilities
GlideFast Consulting delivers key apps and capabilities for ServiceNow CSM, offering scalable solutions that adapt to your evolving business needs and customer expectations.
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Advisory on Now Assist for CSM
Get AI-driven recommendations and best practices to optimize CSM workflows and improve outcomes.
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Self-Service
Empower customers to resolve issues independently through a unified portal with knowledge, service catalogs, and chatbots.
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Workforce Optimization
Optimize agent efficiency and resource allocation with AI-driven insights and smart recommendations.
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Process Mining
Identify process inefficiencies and opportunities for improvement by analyzing CSM workflows and data.
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Virtual Agent
Automate routine tasks and enhance customer interactions with AI-powered virtual agents available 24/7.
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Guided Decisions
Enable data-driven decision-making with context-aware suggestions and insights to streamline CSM processes.
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Predictive Intelligence
Anticipate customer needs and proactively recommend solutions using AI-powered insights and predictions.
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Engagement Messenger
Enhance customer engagement with real-time personalized messaging across multiple communication channels.
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Omnichannel
Deliver consistent, seamless customer service across channels like chat, email, phone, and more.
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Workspaces
Provide agents with a personalized, unified workspace to manage cases and deliver faster service.
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Case Management
Simplify case tracking and resolution, ensuring efficient handling and timely customer support.
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Service Model Foundation
Build a unified service model to standardize and manage CSM processes across the organization.
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Advanced Work Assignment
Automate case assignments to the right agents based on skills, workload, and priority for improved efficiency.
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Service Management for Issue Resolution
Streamline end-to-end service management to resolve customer issues and improve satisfaction quickly.
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Knowledge Management
Centralize and organize knowledge to help agents and customers find solutions quickly and effectively.
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Take Intelligence
Automate routine tasks and reduce agent workload with AI-driven task management for improved service efficiency.
Ready to Transform Your Customer Service Operations?
Unlock the full potential of ServiceNow CSM with GlideFast Consulting and elevate your customer service to new heights.