Leave Traditional Customer Service
Behind
Smarter customer service starts here.
Ready to Transform Your ServiceNow Platform?
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Customer expectations are higher than ever, and traditional customer service models can’t keep up. Manual routing, disconnected tools, and reactive processes frustrate customers, drain teams, and drag down ROI.
ServiceNow Customer Service Management (CSM) changes that. By unifying your service operations on the same platform your IT team already trusts, you can create intelligent, scalable customer experiences. With Now Assist and GenAI-powered automation, CSM delivers better service, today.
The result? Faster resolutions, happier customers, and measurable ROI you can see in just months.
The problem with traditional CSM
Most legacy service models rely on siloed systems and outdated processes. They slow your teams down and leave customers frustrated:
- Agents spend hours manually routing cases
- Customers wait for answers that could (and should) be instant
- Leadership lacks real-time visibility into service performance
- Scaling requires more people, not smarter tools
Traditional CSM doesn’t just hold you back. It costs more.
Let Pathways fix it
Pathways brings ServiceNow CSM powered by GenAI into your organization, turning those roadblocks into measurable gains:
- AI-powered case management routes issues to the right place instantly
- Virtual Agent and self-service reduce call and email volume
- Real-time dashboards and predictive insights give leaders clarity and control
- Future-ready platform scales with ServiceNow’s AI roadmap
Pathways clients typically see:
- +12 NPS points
- 180% ROI
- 40% fewer calls
- 72% fewer emails
- 15% of contacts shifted to self-service
All within the first year.
Why Pathways
Validated expertise. Proven results. Partnership that lasts.
Pathways is a ServiceNow Elite Partner and Validated Practice Partner in CSM: a distinction we earned through the outcomes we delivered, not promises. With more than 1,500 successful deployments and a history of rescuing projects others couldn’t, we bring the confidence of experience to every engagement.
Our process is built for speed and adoption, and our post-production support ensures CSM continues to deliver value for years. We integrate the solution seamlessly into your environment so you see results fast, without disruption to your regular service.
Ready to make customer service your easiest win?
Fill out the form to see how fast GenAI-powered CSM can deliver results.