Customer Service Management


Improve your
Customer Satisfaction
with ServiceNow CSM

With Customer Service Management we are helping you to create satisfying and easy customer service processes through Digital Workflows. Automate common requests and provide support for your external customers by bringing your front, middle, and back offices together.

What is CSM?

Customer Service Management improves your service processes and the satisfaction of your clients through Digital Workflows and self-service. Work smarter, not harder. Gain visibility across your teams and speed up the resolution time for users requests. Automate standard processes and proactively predicts and alert your customers for arising issues. Outperform your competition with seamless Customer Service Operations meeting the constantly growing expectations of end-users.

Need consultation?

Dimitar Tsvetkov

Business Development Manager

What are the Benefits from CSM?


  • • Improve the efficiency of your teams by connecting them across the whole service lifecycle in a single platform
  • • Decrease issues resolutions time with digital workflows routing them directly to the responsible team
  • • Gain visibility of the case and progress to the user and the front agent
  • • Create self-service processes for easy and efficient customer interaction
  • • Proactively predict, prevent or notify customers about issues to increase customer satisfaction and reduce case volume
  • • Integrate custom and third-party applications, including CTI solutions in the platform


What we can do for you?


Enable your customers to interact with your business according to their preferences by providing multiple communication channels. Creating a consolidated view into all interactions, regardless of the channel, allows your agents to respond better and quicker to customer demands.


Streamlined Case Management

Optimize your case forms to track only the necessary data and activities related to resolving the issue. Identify, diagnose and fix customer cases and minimize the impact of unexpected disruptions.

Centralized Customer Information

Combine the customer-specific information, such as historical activity from self-service, live interactions from chat or calls, as well as external data, on a centralized ready-to-use platform to provide your agents with the essential data for better efficiency.

Advanced Work Assignment

Automatically assign users cases to the most suitable agent based on predefined criteria and routing conditions, considering their availability, capacity, skills and previous experience.

Process & Workflow Optimization

Maximize process efficiency and streamline workflows by quickly identifying bottlenecks and inefficiencies. Automate your business processes in a no-code, natural language environment on the ServiceNow Platform.

Field Service Management

Provide end-to-end service delivery by connecting the field service with other teams, customers and mobile tools. Automate common processes to assign the right team, get all the needed information in one place and optimize the work schedule.

Why Do IT Wise?

Fast, but not hurried

The mixture of specialists with Transformational Consulting experience and deep technical knowledge leads us to wiser solutions implemented faster to serve you in the future without unnecessary complications.


Our proven methodologies and implementation experience enable Do IT Wise to create sustainable and future proof solutions that are cost-efficient and generate value in the long term.


With our flexible engagement models, we can easily adapt the way we work together and choose the right approach to help you reach the expected outcome.


Choosing the right partner is choosing your future. Our 4,55/5 CSAT score is solid proof we stand by our words and deliver high-quality solutions every time.

Get in touch with our experts

If you have any questions or need more details, don't hesitate to reach out to us.

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