ServiceNow Customer Service Management

ServiceNow Customer Service Management is a customer service product that goes beyond a traditional CRM. It connects the support function with other teams so complex issues can be resolved from start to finish.

What ServiceNow Customer Service Management offers

• Cross-department resolution — joins customer service with the rest of the organisation.
• Proactive monitoring — watches trends in customers' products and services to fix problems early.
• Automation — takes care of common customer requests quickly.
• AI agents — the wider platform includes autonomous agents for workflows.
• Agent experience — aims to improve work for support staff as well as customers.

Who it works with

Large organisations across sectors, including healthcare and life sciences and telecommunications, media and technology.

Key facts

• Platform: ServiceNow AI Platform
• Related products: IT service management, field service and security operations