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What We Do

Smartsourcing Overview

Outsourced processes that extend your enterprise, delivered by teams in the US, India and Central America.

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ServiceNow Premier Partner

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Talk to a ServiceNow architect about AI Agents, Now Assist, or your next implementation.

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Customer Service Management

Improving customer experience with AI Agents and Predictive Intelligence, to build brand loyalty and customer retention.

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95% of consumers cite customer service as important in their choice of, and loyalty to, a brand.

Source: Microsoft Corporation

Exterprise has implemented ServiceNow Customer Service Management many times. Predictive Intelligence sorts incoming cases by issue type and priority, and Advanced Work Assignment sends each one to the agent best placed to handle it, based on skills, availability and workload. AI Agents can now resolve routine requests on their own, without waiting for a person.

90% of Americans use customer service as a deciding factor when choosing to do business with a company.

Source: American Express

Our CSM team configures Case Management and connects your customer data to the back-end processes in your front, middle and back offices. That gives Advanced Work Assignment the full picture, so cases don't get stuck between teams.

CSM Highlights

Our CSM implementation accelerator can get you live in 4 to 6 weeks. We follow industry standards for customer experience design and implementation on ServiceNow, so your setup can grow with you.

Service Mapping and Standardization

unified Account, Contact, Product & Case data model

Improve Customer Service Experience

Agent Workspace plus Virtual Agent for routine self-service

Integrate with ALL Customer Communications Methods

Omni-Channel routing across email, chat, phone & portal via IntegrationHub

Increased Efficiency of Business Operations

tracked via Case Volume, Deflection Rate & CSAT dashboards

Improve Adherence to Governance and Compliance Regulations

Contract & Entitlement Management with automatic SLA breach alerts

Increased Communication and Visibility

CSM Portal: account hierarchy and entitlement visibility for B2B customers

Where Customers See CSM

Most of the work happens in three applications behind the highlights above. We set them up around the way you deliver service.

CASE MANAGEMENT

One Case, Tracked End to End

  • Case Management handles intake, SLAs, and interactions in one place
  • Including cases outsourced to third parties
  • While Predictive Intelligence classifies and prioritizes each case automatically as it comes in
OMNI-CHANNEL ENGAGEMENT

Every Channel, One Queue

  • Advanced Work Assignment routes email, chat, phone, and portal interactions to the agent best equipped to handle them, based on skills, availability, and capacity
  • With IntegrationHub connecting to CRM, CCaaS, and ERP systems
CSM PORTAL

Self-Service That Shows the Full Picture

  • B2B customers manage their own cases, view entitlements, and access knowledge directly
  • With account hierarchy and contract visibility built in, not bolted on

Let's Talk!

Don't wait until tomorrow. Talk to one of our consultants today about Customer Service Management.

Send a Message contact@exterprise.us