Create a 5-Star Customer Experience with ServiceNow’s Customer Service Management
Today, customers expect fast resolutions, agents need smarter tools, and businesses demand efficiency. How can you keep up? ServiceNow CSM brings AI, automation, and workflows together, while CoreX ensures seamless implementation and scalability - empowering your team to perform at its best, delivering fast, effortless, and connected experiences.
Why Enterprises Are Falling Short of Customer Demands
No matter how great your product or service is, customer experience can make or break your business. And the reality today? It’s slipping.
The customer experience (CX) quality has declined for a third consecutive year, according to Forrester’s 2024 Customer Experience Index (CX Index). In fact, CX reached its lowest point since the survey began. Furthermore, customers are choosing brand loyalties more and more based on experiential factors across the life cycle of the customer relationship.
Enterprises are struggling to keep up with rising customer expectations, amid operational inefficiencies and pressure to modernize their approach to delivering customer service – resulting in major challenges like:
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Thinking CX is just a customer service departmental issue
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Retaining top talent amid a labor shortage
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Increasing demands across multiple channels add complex operational strain
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Lagging digital adoption and integration challenges
Thinking CX is just a customer service departmental issue
Companies often assume the responsibility of the customer experience lives solely in the customer service department but McKinsey warns this is actually one of the biggest pitfalls to avoid.
Customer journeys cut across departments – billing, fulfillment, operations, and supply chain – all of which play a critical role in shaping the customer experience. Yet, for many enterprises, these functions operate in silos, tied together by human middleware rather than seamless processes and technology.
Retaining top talent amid a labor shortage
Customer service teams are facing skyrocketing turnover rates, with nearly half of customer care managers reporting increased attrition.
The result? Inconsistent service quality, higher training costs, and longer resolution times, frustrating both employees and customers.
Increasing demands across multiple channels add complex operational strain
According to a recent PwC retailing report, the demand for omni-channel experiences has surged dramatically, increasing from 20% to 80%. As customer bases grow, teams must manage interactions across various platforms simultaneously.
Without automation, AI-powered chatbots, or streamlined workflows, meeting this rising demand efficiently becomes nearly impossible.
Lagging digital adoption and integration challenges
Despite the promise of digital transformation, adoption remains slow. Only 10% of newly built digital platforms are fully scaled or adopted by customers, highlighting a gap between technological investment and actual implementation.The rapid evolution of AI and automation presents another challenge—many organizations struggle to integrate these tools effectively, leading to underutilized technology and missed efficiency gains.
How can leaders turn these challenges into seamless, high-value experiences for both customers and employees?
The answer lies in the power of ServiceNow – when paired with the right strategy to unlock its full potential.
For customer service leaders, delivering a frictionless, proactive experience is the ultimate business goal. Automation is the engine that makes it possible. By automating workflows, breaking down silos, and embedding next-gen capabilities like AI and Agentic AI, ServiceNow helps businesses streamline operations, enhance employee productivity, and create the connected, intuitive experiences customers expect.
The result? Higher satisfaction, stronger customer loyalty, and increased revenue – all while simultaneously reducing operational costs.
ServiceNow Customer Service Management: A Smarter Way to Serve
Delivering great customer service isn’t just about resolving tickets - it’s about streamlining operations, improving visibility, and creating delightful and seamless experiences for your customers and agents.
By combining automation, AI-powered capabilities, and seamless collaboration, ServiceNow CSM transforms how businesses deliver efficient, scalable, and personalized customer service. With ServiceNow Customer Service Management, you can:
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Empower Customers with Smarter Self-Service
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Automate & Streamline Case Management
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Break Down Silos & Improve Collaboration
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Boost Agent Productivity with an Intelligent Workspace
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Reduce Costs & Improve Customer Satisfaction
Empower Customers with Smarter Self-Service
Give your customers the convenience they expect with AI-driven support. With Service Portal and Now Assist, customers can find answers, track requests, and resolve issues without waiting on an agent. Plus, AI-powered chatbots handle routine inquiries, reducing customer effort and freeing up your team.
Automate & Streamline Case Management
Eliminate manual work and inefficiencies by automating case routing, prioritization, and resolution workflows. With agentic AI and predictive intelligence, cases get resolved or assigned to the right agent faster, helping your team reduce response times and improve resolution rates.Break Down Silos & Improve Collaboration
Keep work moving effortlessly across departments. With ServiceNow, tasks are automatically routed to the right teams, ensuring faster resolutions and full transparency for everyone involved. Identify and eliminate bottlenecks to proactively solve issues before they escalate.
Boost Agent Productivity with an Intelligent Workspace
Give agents everything they need to resolve cases faster and deliver a more personalized customer experience - all from a single, intelligent workspace. With real-time insights and automation, your employees can manage workloads efficiently and spend more time focusing on high-impact cases.Reduce Costs & Improve Customer Satisfaction
Proactively resolve issues before they impact customers by deflecting unnecessary calls and using AI-powered predictive intelligence. By streamlining operations and automating resolutions, your service team can handle more cases without increasing costs, all while keeping your customers happy!
Why Choose CoreX as Your Partner for ServiceNow CSM Success?
Implementing ServiceNow CSM isn’t just about deploying technology - it’s about transforming customer operations, breaking down silos, and ensuring your team can deliver exceptional service at scale. That’s where CoreX comes in.
Whether you’re implementing ServiceNow CSM for the first time or looking to maximize the value of your existing investment, CoreX helps you get there faster, with less complexity, and with greater long-term success.
We go beyond implementation to drive real business outcomes
Most ServiceNow implementations focus on getting the system live, but at CoreX, we focus on delivering measurable business results. We don’t just configure workflows; we help you design a customer service strategy that reduces costs, improves efficiency, and creates seamless customer experiences.
Process-first approach, with best in breed tech experience
Technology should serve business needs, not the other way around. We take a process-first approach, ensuring your ServiceNow CSM implementation aligns with real workflows, cross-functional collaboration, and measurable business goals, so you get the most out of your investment.
Managed services (CoreXpand) helps keep your CSM program running at peak performance
With CoreX Managed Services program, CoreXpand, your ServiceNow CSM platform evolves alongside your business needs, ensuring it remains efficient, scalable, and aligned with your needs. We help you refine workflows, expand AI capabilities, and more.
Let’s transform your customer service operations - together.
ServiceNow CSM is a powerful platform, but realizing its full potential takes the right strategy, expertise, and ongoing support. With CoreX, you get a partner who’s with you every step of the way, from implementation to optimization, and long-term success.