What if your customer service could consistently exceed expectations–every time?
Spoiler: it can. And it’s easier than you think.
Customers today demand fast resolutions, personalized support, and seamless self-service options. They expect to solve simple issues on their own and have complex problems resolved quickly and effortlessly.
To meet these rising expectations, you need a connected, intelligent, and scalable solution – and that’s where ServiceNow Customer Service Management (CSM) comes in. With Pathways, your organization can unlock the full potential of CSM, transforming every customer interaction into an opportunity to build loyalty and drive business growth.
Why Choose ServiceNow CSM?
CSM is a comprehensive, AI-powered platform to modernize and unify customer service operations. Whether your organization supports millions of customers or manages critical service operations, ServiceNow CSM ensures your team delivers faster resolutions, smarter workflows, and proactive service experiences.
Key Benefits:
- Seamless Omnichannel Support: Customers receive assistance through chat, email, phone, social media, or self-service portals—anywhere, anytime.
- AI-Powered Assistance: Virtual Agents and Now Assist help resolve issues faster, reducing strain on human agents.
- Automated Workflows: Free up your team with intelligent case routing and
- resolution.
- Proactive Issue Resolution: Predict and prevent issues before they impact
- customers.
- Personalized Service: Leverage AI insights to tailor experiences for each customer.
Unlike traditional CRM solutions that focus primarily on case tracking, ServiceNow CSM goes further by integrating service operations across your entire enterprise, breaking down silos between departments like IT, finance, field service, and operations.
Proven Business Impact with Pathways + ServiceNow CSM
Pathways specializes in configuring and optimizing ServiceNow’s CSM suite to maximize ROI for businesses. Our clients have seen measurable success using ServiceNow’s support capabilities:
- +12-point increase in Net Promoter Score (NPS)
- 180% ROI boost from automated workflows and AI-driven case resolution
- 40% fewer phone calls fewer phone calls and 72% fewer emails resolved through self-service
- 15% of support requests were deflected with intuitive knowledge management and chatbots
These numbers aren’t just statistics, they’re proof of how ServiceNow CSM transforms customer service from a cost center into a competitive advantage.
Pathways: Your ServiceNow CSM Experts
At Pathways, we don’t just implement ServiceNow–we tailor it to fit your exact needs. As a ServiceNow Elite Partner, we help businesses get the most out of CSM by aligning the platform to their customer journey, service operations, and industry-specific challenges.
How We Help
- Strategy and Assessment: We analyze your current workflows, identify gaps, and create a roadmap for improvement.
- Seamless Implementation: We configure the Customer Service Management platform to fit your business, ensuring smooth deployment and integrations.
- Training and Change Management: We make sure your teams know how to use ServiceNow CSM effectively from day one.
- Continuous Optimization: Your business evolves— and so should your service platform. We provide ongoing support and innovation to keep you ahead of the competition.
ServiceNow CSM in Action: Industry-Specific Solutions
Different industries have different service challenges—so why settle for a one-size-fits-all approach? Pathways specializes in industry-specific CSM solutions that drive measurable impact:
- Financial Services – AI-powered fraud resolution, seamless digital banking support, and compliance-ready workflows.
- Healthcare – Integrated patient support, EHR connectivity, and HIPAA-compliant
- service operations.
- Airports & Travel – Rapid baggage claim resolution, multilingual support, and real-time passenger updates.
- Casinos & Gaming – Loyalty program management, dispute resolution, and gaming compliance.
- Telecom & Utilities – SLA-driven outage management, AI-powered service resolution, and customer engagement automation.
- Retail & E-Commerce – Smart returns processing, chatbot-driven support, and personalized customer service.
With deep vertical expertise, we ensure that CSM isn’t just implemented, it’s optimized
for your specific industry needs.
What’s Next? Take Customer Service to the Next Level
You’ve seen the impact. Now it’s time to modernize your service operations and create
game-changing customer experiences.
- Reduce costs.
- Improve efficiency.
- Deliver next-level customer service.
With Pathways + ServiceNow CSM, you can turn customer service into your greatest
competitive advantage.
Let’s make it happen. Contact us today to explore how we can help you redefine
customer service for the digital age.