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A new era of Customer Service with ServiceNow

Your future-focused business needs loyal customers. Optimized back-end operations unlock efficiencies to enable excellent customer experiences and satisfaction.

How to succeed? Learn from our expert Petr
A new are of CSM with ServiceNow
A new are of CSM with ServiceNow

Customer expectations are always increasing.

ServiceNow is the solution to help you keep up with them. The key to great customer experience and satisfaction is actually hidden from the customer’s sight. You usually need many different teams across your organization to work together to provide even the simplest service such as fix an issue. With the ServiceNow platform, these teams will finally work as one.

So, are you ready for a new era of your customer service?

What is stopping you from success? Main challenges in Customer Service Management

You can solve them all with one simple solution – ServiceNow Customer workflows

Scaling up

With the company’s growth usually comes greater cost and we struggle to both optimize it, and achieve the necessary efficiency

Working in silos

Our operations are siloed – in order to provide the support we need many teams to work smoothly together, usually across multiple tools

Too many insufficient tools

We only provide some support channels to our customers (e.g. phone / email, but not self-service or chat), or we have different tools to support each channel, which leads to unnecessary delays and additional effort

Staff rotation

Very often our customer support agents are changing the position due to variety of reasons resulting in the average tenure for entry-level agents of +/- 1 year

So, how can one tackle these issues? Here are the top 4 unique capabilities of ServiceNow CSM

Discover the ServiceNow approach to Customer Service

Bring the power of the ServiceNow platform to everyone

Shift the focus on customer journey, not your internal process

Support complex operating models out of the box

Provide services at customer locations efficiently

1. Bring the power of the ServiceNow platform to everyone

  • Do you support thousands of customers?
  • Does your user base go to millions of users?
  • Do you have a vast partner network, through which you provide your services or sell your products?

If you have answered “YES” to any of these questions (or if reaching these is your goal), then Customer Service might be just the right tool for you.

The reason is that Customer Service is made to support a highly various – and potentially vast – group of users.

Who are customers in CSM?

…so we are not kidding that with CSM, you can bring the power of the ServiceNow platform to everyone!

2. Shift the focus on customer journey, not your internal process


Ask yourself the following questions:

  • What is the most complex process in our customer’s journey?
  • Why does it actually make it complex?
  • Have you ever thought about simplifying it or even partially automating it?
  • What would be the benefit to your customers if you managed to improve it?

Behind every great experience is a great workflow. And great workflows are something that ServiceNow platform excels in. We all realize that providing best in class customer service experience is not something that is just a technology problem, but the right platform is fundamental.


Your organisation probably uses many great tools. With ServiceNow, it will be easy to have all your data in sync across all of them. There are many pre-built integrations with leading business platforms and more are being added every month.


With the help of no code visual tool Flow Designer you can quickly automate your processes. It is so easy to use that you will be able to design the automation yourself.


3. Support complex operating models out of the box


All businesses are unique. And since customer service is intimately connected to how the business operates, ServiceNow supports a wide array of operating models.



Awesome. They can ask for service on behalf of your customers and you will keep everyone in the loop.


Great! ServiceNow will provide the platform for your branch personnel to help the customers when they come in. Your customers can even schedule a visit, so that they don’t have to wait in a queue.


Not a problem. Let your partners solve the issues when they can, and retain full visibility of issues your customers have. In the worst case, your partner can always hand over the issue to you.


Perfect! Consumers can be organised in households, so that everyone has access to the customer service. You can also restrict some parts of what you provide to a “household head”.

4. Provide services at customer location efficiently


If your business provides services to your customers at their location, you will simply love ServiceNow. The reason is that if your customers are not able to help themselves with self-service or you cannot help them remotely, you can dispatch your staff to the customer to fix their issue (or perhaps install a new product). ServiceNow Field Service Management will support you on every step of the way.


Let’s have a look at the following example:

  1. After they create a case with all the details, the support agent tries to remotely log in to the device and fix it
  2. After the remote fix does not work, support agent ask his colleagues to take over
  3. An experienced technician qualifies the issue, that means decides what skills and spare parts are needed to fix the problem
  4. The ticket is automatically assigned to most fitting field technician (based on criteria such as location and skills)
  5. The technician uses their mobile application to get their next assignment and mark it as complete
  6. Working device and happy customer


ServiceNow Field Service Management - website

Did you think this is the end? Not at all – here comes the cool part

5 cool features of Customer Service

ServiceNow CSM feature: Order management

Order management

Allow your customers to place orders in ServiceNow and manage the fulfilment from the moment an order is created to its completion.

Would you like to know more?

Check out the insights from our expert →

ServiceNow CSM feature: Engagement messenger

Engagement messenger

Let your customers access your services on your existing websites. All you need to do is to connect the ServiceNow Engagement messenger.

How does it really work?

Find out in our article →

ServiceNow CSM feature: Community


Boost your self-service and customer engagement with questions and answers, videos and blogs

ServiceNow CSM feature: Major issue management

Major issue management

Proactively identify customer issues, automatically create cases and solve them before the customer realizes something is wrong.

Sounds interesting?

Learn how to set it up here →

ServiceNow CSM feature: Playbooks

Playbooks and guided decisions

Ensure your support staff is ready to resolve the most frequent customer issues with detailed, step-by-step instructions.

Watch webinar on demand →

Now you got a glimpse of the Customer Service Management module in ServiceNow.

But do you actually know who are we – Devoteam?

About us Who are we?

Devoteam has supported more than 1,000 clients on their workflow implementation journey. Here’s how you can benefit from our technical expertise, agile approach and creative vision.

15 countries served
+1000 customers
+700 tech experts
+200 advisory consultants

Your award-winning partner

With 25 years of service management expertise, we’ll streamline your strategic evolution in innovative and exciting ways.

And you’ll always receive the best bespoke solutions from our team of hundreds of experts across 18 countries – we’ve supported thousands of clients across EMEA and beyond.

With a firm focus on customer-centric design, our management consultants always work in synergy with our delivery experts to drive holistic transformation – so every element of your enterprise is aimed towards excellence.

Your full ServiceNow platform coverage and expertise is backed by the collective brainpower of our International Centres of Excellence (ICE) in Toulouse and Prague – as well as our status as ServiceNow Elite Partner and Global IT Workflow Partner of the Year 2021. With an award-winning partner by your side, there’s no limit to what you can achieve.

Devoteam as the Elite Partner of ServiceNow
Devoteam Badge as an Authorized Training Partner with ServiceNow
Devoteam is a Global ServiceNow Partner Award Winner in 2021
Devoteam is a EMEA ServiceNow Partner Award Winner in 2021
Devoteam is a Regional ServiceNow Partner Award Winner in 2020

See how ServiceNow CSM module helped other companies!

Devoteam has been with us along the journey from the start. We didn’t feel as two different teams but always working as one with the same objectives

Diana Utasi Director Of Engineering, Sitecore

Do you feel like the ServiceNow CSM module is the right tool for your team?

We think so too! Nevertheless, we remember that every company is different and has different expectations, resources and needs.

That’s why at Devoteam you will get a solution designed specifically for your needs. We will be with you every step of the way, guiding and advising you on your digital journey, to make sure you succeed long-term.

Get a tailor-made advice from Petr
Petr Smejkal, Devoteam

Petr Smejkal

Lead CSM Workflows @Devoteam