ServiceNow
CSM / PSDS
Customer Service Management that resolves faster
Omni-channel intake, knowledge that answers, and AI that cuts clicks—without breaking process.
We stand up CSM/PSDS that the front line actually uses—channel intake, clean case taxonomy, knowledge that’s findable, SLAs that matter, and integrations that remove swivel-chair work. We build on your ServiceNow foundation, then layer AI where it pays: AI Search for semantic answers, Virtual Agent for routine requests, Now Assist for instant case summaries, and Predictive Intelligence for routing.
What we deliver
Channel intake
(web, email, phone, portal), entitlements & SLAs
Cases & Knowledge
Case types, workflows, approvals, knowledge authoring & reuse
Integrations
(CRM/ERP/identity), reporting and CSAT
AI add-ins
AI Search, Virtual Agent, Now Assist, Predictive Intelligence
Outcomes & KPIs
- Deflection %
- First Contact Resolution
- CSAT
- Handle time
- Time-to-resolution
CSM Quick Start (6–8 weeks)
Discovery → build → pilot → go-live → training
FAQ
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Will AI create risk?
We use AI Control Tower patterns: policy, guardrails, monitoring.
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Do we migrate legacy knowledge?
Yes, with cleanup and search tuning.
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Can we phase by group?
Yes—start with one channel or unit, expand quarterly.