CSM Done Right: Faster, Smarter, Scalable Service
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What’s your customer’s reality?
Your customers are stuck waiting. Your agents are overwhelmed. And your systems are scattered, siloed, and slowing everything down. And it isn’t just leaving a bad taste in customers’ mouths. It’s leaving ROI on the table. ServiceNow Customer Service Management (CSM) takes those disconnected systems and unifies them into a single platform.
What does this mean for you? Faster resolutions, happier customers, and ROI you can measure. But you don’t have to take our word for it.
Inside the Story
A global non-profit, one of the largest in the country, was struggling to keep up with its customer service. Their CSM operation was buried under siloed systems, manual ticketing systems, and rising support costs. Both their customers and their teams were frustrated, and spending more time putting out fires than contributing to the organization’s goals.
Then, they chose ServiceNow CSM. And they chose Pathways to do it right.
They got:
- One clear, unified platform
- Resolutions in record time, thanks to smart routing
- Smart self-service for users
- Knowledge at everyone’s fingertips–yours, your client’s, and your team’s
- Future-ready with automation and AI built in from day one
Successful Outcomes
12 months in, and the results speak for themselves:
- 38% more cases deflected
- 25% faster case resolution
- A smoother experience for customers, agents, and leadership alike
And it all went live without disrupting their existing environment.
Why CSM with Pathways
Pathways is a ServiceNow Validated Practice Partner in CSM, recognized for our proven expertise and measurable outcomes.
We combine best practices with Now Assist and GenAI-powered automation to:
- Resolve issues faster with AI-driven case management and automated routing
- Deflect routine requests through intelligent self-service and Virtual Agent
- Give leadership real-time visibility with dashboards and predictive insights
- Build a foundation that’s ready for ServiceNow’s AI roadmap
Real Results, Real Fast
Our clients see impact in the first year:
- +12 NPS points: Higher customer satisfaction and loyalty
- 180% ROI: Tangible value from reduced costs and greater efficiency
- 40% fewer calls: Agents focus on complex issues, not routine tickets
- 72% fewer emails: Faster, clearer communication channels
- 15% shift to self-service: Customers get answers quickly without draining your team
Let’s make CSM your next big win.
Whether you’re buried under legacy tools or stuck with a half-done ServiceNow rollout, Pathways can get you to real ROI.
We’ve done it over 1,500 times. We’ll do it for you.