What keeps your customers coming back, time and again?
Exceptional customer service.
Yet it’s still common to find organizations relying on fragmented systems, manual processes, and siloed teams that create delays and disconnects for their clients.
ServiceNow’s Customer Service Management (CSM) transforms your customer service managementfrom reactive ticket handling into a customer retention powerhouse. Whether you’re looking to improve visibility, reduce costs, or prepare for AI-enabled support, Pathways will help you navigate the implementation and maximize your investment.
Delivers measurable business impact
Our clients have seen dramatic improvements in various key performance indicators after implementing ServiceNow Customer Service Management:
180% ROI increase
40% fewer phone calls
72% fewer emails
+12 NPS points on average
15% of support contacts now use self-service
These numbers aren’t projections. They’re proven results from real implementations.
Unify disconnected systems
Disjointed tools and isolated teams make it nearly impossible to deliver fast, personalized service. ServiceNowCustomer Service Management(CSM) consolidates customer interactions, workflows, and data into a single platform, eliminating the app-switching and department handoffs that slow resolution times.
This unification improves internal collaboration and gives your agents complete context to resolve issues fast. When your team works in sync rather than in silos, customers finally get to experience the level of service they expect.
Accelerated resolution
Manual case routing and delayed escalations don’t just frustrate customers—they burn out staff and drain operational budgets. ServiceNow services, including built-in automation, SLAs, and AI-assisted workflows, eliminate these bottlenecks, while Pathways ensures optimal configuration from day one.
Intelligent case assignment matches the right agent with the right task at the right time, every time. The result? Fewer handoffs, faster outcomes, and happier customers.
Empowers customers with self-service
Your customers don’t want to wait on hold. They want immediate answers and the ability to resolve issues independently.
ServiceNow CSM encourages this with 24/7 self-service through tools like Virtual Agent and Employee Center Pro. Users can initiate their own requests, check statuses, and even resolve issues without engaging a live agent.
Customers get what they need immediately, while your team can spend their time on complex, high-value interactions.
Improves visibility for leadership
You can’t improve what you can’t see. ServiceNow’s services include real-time dashboards, analytics, and reporting tools give decision-makers immediate visibility into performance. With Pathways guiding the implementation, you gain not only the tools but the expertise to transform raw data into real insights.
Monitor case volumes, resolution times, and SLA adherence
Identify service trends and root causes
Make proactive decisions backed by data
With full visibility, service stops being reactive and starts driving measurable business value.
Drives higher satisfaction and lower costs
When support is fragmented, everything takes longer, including your customer service. Streamlined, automated workflows deliver faster resolution, reduce ticket volume, and prevent customer churn.
Customer service management with ServiceNow enables:
Faster resolution times
Increased agent productivity
Reduced escalations
Higher retention rates
All while cutting down on overhead and manual workarounds. It’s not just better service; it’s smarter business.
Prepares for AI-enabled support
Scalable operations don’t just adopt AI—they’re architected for it. ServiceNow creates the foundation for intelligent automation through Now Assist and AI Search.
Structure your knowledge, roles, and data correctly from the start, and advanced AI features like predictive routing, summarization, and automated responses become seamless additions rather than costly rework projects.
Improves operational efficiency
It’s not just about what your customers see. ServiceNow servicesalso clean up what they don’t. Automate back-end tasks as well so your teams can:
Eliminate manual bottlenecks
Standardize processes across departments
Reduce duplication and unapproved tools
Improve time-to-value on every customer interaction
This not only boosts efficiency and morale; it unlocks youor team’s ability to focus on growth.
The future of customer service is now
Moving “beyond the basics” means adopting a new philosophy of service: one that is proactive, intelligent, and directly connected to your business goals. ServiceNow provides the technological foundation for this transformation, and Pathways delivers the implementation expertise to make it successful.
Talk to our team today and discover howServiceNow CSM with Pathways can elevate customer service for your organization.
Learn how Pathways Consulting Group can work for you
Connect with a ServiceNow Expert
Contact Us
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Frequently Asked Questions
What services does ServiceNow provide?
ServiceNow provides a range of IT and enterprise management services, including service management, operations management, business management, and employee workflows, all delivered through its cloud-based platform.
What does a ServiceNow consultant need to know?
A ServiceNow consultant needs to have a deep understanding of the ServiceNow platform, including its capabilities, configuration, and customization options, to effectively design and implement solutions that address the client's specific requirements.
What does a ServiceNow consultant do?
A ServiceNow consultant helps organizations implement, configure, and customize the ServiceNow platform to streamline their IT processes, improve service delivery, and enhance operational efficiency.
Does ServiceNow offer consulting services?
ServiceNow offers consulting services to help organizations leverage the platform's capabilities and achieve their digital transformation goals.
What industries benefit from ServiceNow solutions?
ServiceNow solutions are beneficial for a wide range of industries, including healthcare, finance, IT, manufacturing, and government, as they help streamline workflows, automate processes, and improve service delivery across various business functions.
How does ServiceNow enhance workflow automation?
ServiceNow enhances workflow automation by providing a centralized platform that streamlines and integrates various business processes, enabling efficient task management, real-time data insights, and seamless cross-functional collaboration.
What features distinguish ServiceNow from competitors?
ServiceNow's distinctive features include its low-code development platform, advanced workflow automation, and comprehensive service management capabilities, setting it apart from competitors in the enterprise software market.
How to customize ServiceNow applications effectively?
Customizing ServiceNow applications effectively involves identifying specific business requirements, leveraging the platform's configuration tools, and aligning customizations with best practices to ensure optimal performance and maintainability.
What are common use cases for ServiceNow?
Common use cases for ServiceNow include IT service management, employee onboarding and self-service, asset management, incident and problem management, change management, and workflow automation across various business functions.
How does ServiceNow support IT service management?
ServiceNow supports IT service management by providing a unified platform that automates and streamlines various IT processes, including incident management, change management, and service catalog, to enhance operational efficiency and improve service delivery.
What certifications are beneficial for ServiceNow consultants?
Beneficial certifications for ServiceNow consultants include the ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist, and ServiceNow Certified Application Developer certifications, which demonstrate expertise in ServiceNow platform configuration, implementation, and development.
How to ensure ServiceNow implementation success?
Ensuring ServiceNow implementation success requires a strategic approach, effective project management, and collaboration between the ServiceNow partner and the client organization to align the platform with business goals and user needs.
What integrations does ServiceNow support?
ServiceNow supports a wide range of integrations, including popular enterprise applications, cloud services, and legacy systems, enabling seamless data exchange and streamlined workflows across the organization.
How can ServiceNow improve customer service experience?
ServiceNow can improve customer service experience by providing a centralized platform that streamlines processes, automates workflows, and enables real-time tracking and resolution of customer issues, leading to enhanced efficiency and responsiveness.
What are best practices for ServiceNow configuration?
Best practices for ServiceNow configuration include: aligning configuration with business requirements, implementing robust change management processes, leveraging out-of-the-box features, and regularly reviewing and optimizing the configuration to ensure it meets evolving needs.
How does ServiceNow handle data security?
ServiceNow prioritizes data security through robust access controls, encryption, and compliance with industry standards to protect client information.
What roles exist within ServiceNow consulting?
The roles within ServiceNow consulting typically include ServiceNow Architects, ServiceNow Developers, ServiceNow Administrators, ServiceNow Business Analysts, and ServiceNow Project Managers, each with specific responsibilities in implementing and managing ServiceNow solutions.
How to manage ServiceNow updates and upgrades?
Effectively managing ServiceNow updates and upgrades involves careful planning, thorough testing, and seamless deployment to ensure minimal disruption to business operations and maximum benefits from new features and enhancements.
What analytical tools does ServiceNow provide?
ServiceNow provides a range of analytical tools, including built-in dashboards, custom reporting, and advanced analytics capabilities to help organizations gain insights and make data-driven decisions.
How to measure ServiceNow project success?
Measuring ServiceNow project success involves assessing key performance indicators such as user adoption, productivity gains, process improvements, and cost savings achieved through the implementation.
What training is available for ServiceNow users?
Training available for ServiceNow users includes ServiceNow certification courses, instructor-led training, and self-paced online learning modules to enhance their skills and knowledge of the platform.
How does ServiceNow facilitate change management?
ServiceNow facilitates change management by providing a centralized platform to streamline the change process, automate workflows, and track changes across the organization, enabling efficient and controlled implementation of updates and modifications.
What are the costs associated with ServiceNow?
The costs associated with ServiceNow can vary depending on the specific requirements of the organization, such as the number of users, the features and functionalities needed, and any customization or integration requirements.
How to troubleshoot common ServiceNow issues?
Troubleshooting common ServiceNow issues involves identifying the problem, checking logs, testing configurations, and leveraging ServiceNow's knowledge base and community resources to find solutions and resolve the underlying issues.
What is the role of ServiceNow in DevOps?
ServiceNow plays a crucial role in DevOps by providing a centralized platform for streamlining IT workflows, automating processes, and enabling collaboration across development and operations teams, thereby enhancing the efficiency and speed of software delivery.
How to create reports in ServiceNow?
Creating reports in ServiceNow involves accessing the Reports application, configuring report parameters, and selecting desired data fields and filters to generate customized reports based on your requirements.
What are the advantages of ServiceNow cloud solutions?
The advantages of ServiceNow cloud solutions include scalability, reduced IT infrastructure costs, enhanced security, and seamless software updates, enabling organizations to focus on core business objectives.
How does ServiceNow enable collaboration among teams?
ServiceNow enables collaboration among teams by providing a centralized platform that facilitates real-time communication, task management, and data sharing, allowing teams to work together seamlessly and efficiently towards shared goals.
What is the future of ServiceNow consulting?
The future of ServiceNow consulting lies in the growing demand for comprehensive and tailored solutions that leverage the platform's capabilities to drive digital transformation and streamline business processes.
How to leverage ServiceNow for process optimization?
Leveraging ServiceNow for process optimization involves streamlining workflows, automating repetitive tasks, and leveraging the platform's robust capabilities to enhance operational efficiency and drive continuous improvement within an organization.
