CSM – Yuvangle

CSM – Customer Service Management

Deliver Proactive, Seamless, and Connected Customer Experiences

Empower Your Support Teams. Delight Your Customers.

We implement ServiceNow CSM to help organisations transform customer service from reactive ticketing into proactive problem-solving. Our solutions bridge the gap between customer issues and backend operations, driving faster resolutions, increasing satisfaction, and boosting loyalty.

Key Benefits :

360° customer view with contextual insights
Omni-channel support via portal, email, chat, and phone
Automated case routing and resolution workflows
Integration with IT, field service, and operations
Reduced case volume through self-service and deflection

Modules We Implement

Case Management

• Centralised intake for customer requests and issues
• Automated assignment based on SLAs, priority, and skill sets
• Case categorisation, escalation, and resolution tracking
• Integration with knowledge base and virtual agent for faster solutions

Customer Portals

• Branded self-service portals for account and case management
• Access to knowledge articles, community forums, and request status
• Dynamic forms and guided journeys to reduce support load
• Multilingual and mobile-responsive design

Entitlements & SLAs

• Define and enforce service entitlements based on customer agreements
• Real-time SLA tracking with alerts for approaching breaches
• Support tier management (e.g., Gold, Silver, Standard)
• Dashboards for SLA performance and compliance

Proactive Customer Service

• Monitor connected products and services for early warnings
• Automatically create cases from alerts or anomalies
• Integration with ITOM, IoT, and other operational tools
• Improve customer experience by solving issues before they’re reported

Task and Work Order Management

• Route actionable tasks to the right internal teams (IT, Field, Logistics)
• Cross-functional visibility into case progress and blockers
• Full audit trail for compliance and reporting

Surveys and Feedback

• Trigger post-resolution surveys to measure satisfaction (CSAT, NPS)
• Analyse trends for agent performance and process improvement
• Build customer loyalty through continuous feedback loops

Advanced Capabilities

Virtual Agent for 24/7 conversational support
Integration with CRM systems like Salesforce, HubSpot, Zoho
Voice of the Customer analytics for proactive engagement
AI-based recommendation engine for similar cases and solutions
Role-based dashboards for agents, managers, and executives

Lets Talk Now

From startups to enterprises, Yuvangle partners with clients to tackle complex challenges, streamline processes, and deliver measurable value throughout every stage of their ServiceNow journey.