Customer Service Management (CSM)

CSM Services

Unleash your customers potential

Deliver a customer experience beyond expectation to improve customer satisfaction and loyalty. Improve service operation, agent productivity, and customer engagement with ServiceNow by eliminating manual tasks, automating common requests, and breaking down siloed processes. Thirdera's phased approach will allow you to develop new methods for connecting and engaging with your customers, promote self-service, and create new efficiencies with automation and proactive support management.

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Streamline Order Management with Clarity

Thirdera and ServiceNow are reshaping how industries perform order management with Clarity. Combining intuitive aesthetics with powerful automation, Clarity provides your organisation with a complete order management solution that can generate tangible business value from day one.

Elevate the Constituent Experience with CitizenKey

CitizenKey is a ServiceNow-certified solution that addresses the unique challenges faced by public sector organiszations. Focused on delivering a modern consumer-centric experience, CitizenKey accelerates the deployment of a secure, persona-based, and digital-first solution for federal and state agencies.

Implementation Services
Case and Knowledge management portal Industry focused portal ITSM to CSM transition	CSM Professional CSM Enterprise Field Service Management Delivery

Advisory Services	Products and Tools
CSM Roadmap Assessment FSM Roadmap Assessment ITSM to CSM Conversion	3CLogic Telephony Integration

CONNECT & ENGAGE

Elevate your customer connection

Connect with your customer through the channel of their choice and keep your agent engaged in conversation to resolve the customer issues quickly. Thirdera guides you through the process of designing a customer experience that fits your audience using ServiceNow solutions such as:

Case and Knowledge Management
Agent Workspace
Customer Portal

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SELF-RELIANCE

Empower your customers

Leverage knowledge, service catalogs, and chatbots with your customer portal for an intuitive self-service experience. Create a streamlined process by removing manual steps and automating customer inquiries to increase your agent’s productivity and reduce resolution time. Develop advanced strategies using Thirdera’s proven customer experience toolkit, ServiceNow playbooks, and industry recognized best practices.

AUTOMATION & PROACTIVE MANAGEMENT

Evolve as you grow

Establish new levels of Customer Service Management maturity with ServiceNow's Machine Learning and Artificial Intelligence engines. Automate issue routing, generate instant suggestions, and identify data-driven trends to improve agent productivity.

Create advanced customer workflows
Unify processes across departments
Integrate and automate with other industry solutions

Nicholas Yancer
Solution Architect

With 12 years of ServiceNow experience, including the last 7 as an implementer, Nicholas has helped dozens of organisations across multiple industries experience the transformational power of ServiceNow. His background in Project Management and IT Service Delivery brings a unique, value-centric perspective to each engagement, most recently helping to implement Telecommunications Service Management and automating nearly 100% of a manual, spreadsheet-and-email-based process.

BUSINESS OUTCOMES

Go beyond customer expectations

Meet customers where they are, and provide a frictionless experience for full access to your business and services.

Build strategy

Design an intelligent approach to optimise user experience for all involved personas

Get automated

Remove manual steps and configuration through flow and automation

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Amaze your customers

Leverage cutting-edge portal design for all users to manage products and services

Enhance visibility

Access dashboard view for proactive trouble resolution and customer portfolio management

Remove barriers

Enable customers to manage complex issues and eliminate manual processes

Manage costs

Reduce TCO with a central cloud platform and no-code/low-code citizen development

End-to-end Accident Management with ServiceNow CSM

Eclipx needed a platform as a means to manage its end-to-end Accident Management process. Using ServiceNow's Customer Service Management application, Thirdera provided a custom Accident Management System (AMS) that gives users visibility and control of the full lifecycle of the accident process, along with various integrations and reporting capabilities.

Explore CSM Insights

ITSM

Using ServiceNow ITSM in the Customer Service World

ServiceNow Customer Service Management (CSM) has grown in use for a while now; supporting the fact that delivering excellent customer service ...

Blog

Reinventing the Public Sector Experience with ServiceNow

In an age where the digital revolution is reshaping everything from retail to transportation, the public sector has been called upon to keep u...

Blog

Improve Your Customers’ Satisfaction by 25% with

By 2024, organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both customer experience (C...

Case Study

UN Agencies Rely on Thirdera and ServiceNow to Support

With over 50 years of experience as a strategic partner for the United Nations (UN) system, the United Nations International Computing Centre ...

Blog

Why Federal and State Agencies Need to Improve Customer

Governments, ranging from small municipalities to sprawling federal organizations, are dealing with existing technical environments that are o...

Case Study

Simplifying Higher Education Credit Management with

This top-ranked public university in Australia wanted to create a better experience for students enrolling in its academic programs. Getting p...

Blog

ServiceNow Demo: Telecommunications Service Management

Empowering partners with Telecom Order Management When ngena implemented ServiceNow's Telecommunications Service Management (TSM) and Order Ma...

Case Study

End-to-end Accident Management with ServiceNow CSM

Eclipx Group is an established leader in vehicle fleet leasing, fleet management, and diversified financial services in Australia and New Zeal...

Improve Customer Experience With Thirdera and ServiceNow

Case Study

Improve Customer Service Metrics from Weeks to Days

With 12,000 customers and 40,000 employees worldwide, this global medical technology company provides innovative products and services that im...

Case Study

ngena Achieves Telecom Operational Excellence With

Headquartered in Frankfurt, Germany with business operations in the United States, South America, Europe and Asia, ngena’s mission is to unite...

What We Do

Assessment & Roadmap

Design Services

Organisational Change Management

Training

ITx

HR & Employee Service

Security

Risk & Continuity