What to Look for in a Great CSM Platform?

Sep 05, 2018

Customer Service Management has become a key differentiator for SaaS businesses. A holistic approach to customer success streamlines all interaction with a customer which results in a fast and consistent experience each time.  

Traditionally, Account Managers were responsible for managing individual customer accounts. They were tasked with up-selling and churning out more from their accounts which worked well initially. However, over time companies have found that a single individual tasked with a dozen or so accounts, often can’t get around to providing the best possible outcomes for each customer. Especially, when modern customers demand a personalized experience each time.   

This has led to the development of Customer Service Management (CSM) platforms, as organizations turn to technology for help. With a myriad of options available in the market today, choosing the correct software can be confusing. Here we look at some traits of a CSM software that can transform your customer service experience from good to great. 

1) Your CSM Software Must Give Customers Choices 

 Customers today want to engage using the channel of their choice, not yours. You have to remember that as an organization. Your CSM software must provide personalized self-service options such as performing common request changes like address changes, password resetsand warranty registration. In some special cases, using the power of Artificial Intelligence (AI) and ML, some CSM platforms can reroute user issues to their appropriate agents who can solve them without the need to fill out additional forms.  

2) Your CSM Software Must Bring Together Other Departments  

Customer service teams often operate in a vacuum within a company. They respond to customers, but often don’t have the information or expertise to solve complaints outright. CSM software that has integration capabilities for Asset Management, Project Portfolio Management (PPM), and Financial Planning can bring together field service, operations, finance, legal and other departments in your organization. Connecting customer success with other departments leads to faster resolution times, as each team gets information about each issue in real-time.  

3) Your CSM Must Provide Proactive Customer Service 

Faster resolution times are great, but customers would prefer to have no issues happen at all. By using the latest technologies like the Internet of Things (IoT), your CSM platform can get increased visibility into your systems. Using analytics to predict trends and recurring issues, and solving them ahead of time, your customer success team can drive continuous improvements in your service delivery.  

Providing excellent customer service is becoming increasingly dependent on technology. Manual processes and outdated CRM software are not enough to provide the holistic experience users demand. This is why ServiceNow’s Customer Service Management (CSM) tool uses omni-channel engagement practices to serve your consumers faster and more effectively using all the traits mentioned above.   

ServiceNow CSM has dedicated options for: 

  • Case management 
  • Intelligent routing 
  • Accounts, contacts, products, & entitlements 
  • Self-service portal, knowledge & communities 
  • Integration with field service, operations, & other departments 
  • Visual workflow & automation 
  • Performance analytics & operational intelligence 
  • Financial planning and project portfolio management 

ProV International Inc. is a certified partner of ServiceNow and provides an array of strategic services ranging from staffing to implementation including ITOM, ITSM, and CSM. We understand, simply buying a ServiceNow license by itself is not enough. This is why as a managed services partner for ServiceNow we make sure you have a smooth roll-out and implementation. To learn more about ProV’s services, drop a comment below or contact us today.

 

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Topics: CRM, cloud providers, best customer service software, customer service software for small business, types of customer service systems, customer support software