ServiceNow CSM and field service
Connected service from first contact to field engineer. We implement CSM and FSM so customer issues are resolved by the teams that can fix them, not bounced between them.
Customer service on ServiceNow pays off when it is connected to the rest of the platform. A case that can see the affected service, the open change and the field engineer's schedule is resolved differently from one that lives in a silo. That connection is what we design for.
We work with B2B service organisations, managed service providers and product companies that need case management, entitlements, field service and customer portals on one platform.
Modules and capabilities
Customer service: what we do for you
Our approach
What changes
- Cases resolved by the right team first time, with the service context attached
- Customers who can see progress without calling
- Field work scheduled and closed from the same platform as the case
- SLAs and entitlements enforced rather than remembered
Questions we get asked
How is CSM different from ITSM?
ITSM serves employees and internal services; CSM serves external customers, with accounts, contacts, entitlements and products. They share the platform, the CMDB and the workflow engine, which is exactly why connected service works on ServiceNow.
Can you connect ServiceNow CSM to our suppliers' ticketing tools?
Yes. Our ITSM Connectors product provides bi-directional integration with Zendesk, Jira Service Management, BMC and other supplier and MSP tools, so tickets, updates and SLAs flow both ways without re-keying.
Talk to us about customer service
Tell us where you are and what you want to change. We'll get back to you soon.