Seamlessly integrating customer service with IT
Excellent customer service doesn’t end at the front end – it begins in IT. This is precisely where ServiceNow® Customer Service Management (CSM) realises its full potential: through its close integration with ITSM processes and the underlying service organisation.
In practice, however, the picture is often quite different:
CSM and ITSM exist side by side, but not in tandem. Whilst customer enquiries are recorded, the underlying IT processes are not properly integrated. This leads to inconsistencies, a lack of transparency and unnecessary delays.
The result:
- Customer enquiries are not handled end-to-end
- Handover processes between business units and IT lack transparency
- Response times are increasing
- Perceived service quality is declining
This is exactly where we come in.
Our approach: end-to-end service rather than silo thinking
We do not view ServiceNow® CSM as a stand-alone solution, but rather as an integral part of your service organisation. The real added value comes from its seamless integration with ITSM and related processes.
CSM & ITSM – getting the critical interface right
The biggest challenge lies in aligning customer requirements with IT implementation:
- How are cases efficiently converted into incidents or requests?
- How is the context maintained throughout all stages of processing?
- How is feedback from IT communicated back to the customer in a transparent manner?
We create end-to-end processes in which CSM and ITSM do not operate in isolation, but are fully integrated.
Transparency throughout the entire service lifecycle
With an integrated CSM solution, we provide a comprehensive overview:
- From the customer’s enquiry
- Through internal processing
- To the final solution
Everyone involved – from the Service Desk to the specialist departments – works on the basis of a shared database and with a common understanding of the service context.
Structure rather than complexity in process design
It is precisely when CSM and ITSM are combined that complex process landscapes can quickly emerge.
Our approach:
- Clear definition of handover points
- Clear roles and responsibilities
- Reduction of unnecessary process variations
Result: Efficient, clear and scalable processes
Common challenges – and how we tackle them
Many CSM initiatives fail to live up to their potential because:
- CSM and ITSM are not properly integrated
- Data models and service structures are not aligned
- Processes have evolved over time and are unnecessarily complex
- There is a lack of transparency across the entire process
Our approach is structured and tried and tested:
- Analysis & Target Vision
We define what your end-to-end service processes should look like – from both the customer’s and IT’s perspective - Integration rather than parallel worlds
We combine CSM and ITSM into a seamless process model - Clean data foundation
We ensure consistent structures and clear service mappings - Sustainable implementation
We design solutions that work in the long term and can be further developed
The added value for your service organisation
A well-planned ServiceNow® CSM implementation offers significant benefits:
- End-to-end transparency across all service processes
- Faster processing thanks to clear handover procedures and reduced friction
- Higher service quality and better customer experiences
- Clear lines of responsibility and improved manageability
- Seamless integration of business units and IT
Why exantra
We combine ServiceNow® expertise, ITSM know-how and project experience into an integrated approach that works in practice.
We understand both the demands of customer service and the complexities of IT – and bring the two into harmony.
exantra – end-to-end services that really work.