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Current Challenges in Customer Service Management for Organisations

  • Channels- Disconnected channels became cumbersome to support and impossible to tend to separate from everything else. Channels are becoming the communication medium for customer service operations, irrelevant as separate entities.
  • Technology adoption - Technology is slowly deployed in customer service, usually following lengthy and painful pilots.
  • Data - Data-based decision making is rising. Virtually all customer service practitioners are looking for solutions in data analytics and predictive operational enhancements.
  • Organisation Alignment - Shifting from maintenance to improvement aided by digital transformation initiatives and bringing customer service in alignment with the rest of the enterprise.  

We at Pengrine will help you overcome these Challenges with ServiceNow’s Customer Service Management suite implementation in your organisation.

Customer Service Management from ServiceNow helps you in Elevating your customer service from Request to Resolution. ServiceNow Customer Service Management helps increase customer satisfaction while reducing costs by connecting customer service with other departments to resolve complex issues end-to-end. You can monitor trends and customer's products and services to proactively fix problems. Drive action to instantly take care of common customer requests and improve customer and agent experiences.

 ​ServiceNow Customer Service Management Features

Applications & Features



ServiceNow Customer Service Management is a Hub for interaction among all customer service stakeholders – employees, partners, customers, prospects, sales qualified and marketing qualified leads.

Benefits of ServiceNow CSM

The complexity of the ServiceNow Customer Service Management suite brings a levelled-up customer experience, that benefits all your stakeholders:

  • Your Employees get all the tools facilitating customer service delivery,
  • Your Customers get a hands-on self-service and access to knowledge,
  • Your Business Gains- pro-active approach, Better Customer engagement, and Improved customer satisfaction translating into Brand positioning and Revenue.

Reach out to us to learn more about the ServiceNow Customer Service Management and discuss licensing offer.

SERVICENOW Customer Service Management


To learn more about all that Pengrine can do for you, please contact us at your convenience. A member of our team will discuss your needs, and then discuss in plain language exactly how Pengrine can make things happen for you


  • Alerts / Escalation
  • Appointment Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Virtual Assistant
  • Workflow Management
  • Field Service Management
Call Today: 1-408-757-4600 or EMAIL SATISH@PENGRINE.COM