Service Management.
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NEWS
Coforge honored with ServiceNow 2024 Emerging Industry Partner of the Year – Worldwide award.
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Explore the capabilities of ServiceNow’s Low-Code No-Code App Engine & its advantages
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ServiceNow Vendor Risk Management System: Providing simpler solutions to managing third-party risks.
Customer Service Management
Our Customer Service Management (CSM) Capability focuses on best practice architecture, implementations, and managed services for: ServiceNow Customer Service Management, ServiceNow Proactive Customer Service Operations, ServiceNow Field Service Management, Integrations between ServiceNow Customer Service and digitial ID verification services, Integrations between ServiceNow Customer Service and real time language translation services, Integrations between ServiceNow Case Management and sentiment analysis tools
Service management helps organizations adopt service management best practices and enhance their capabilities to manage their services in line with the business needs.
Service management is offered as Platform-as-a-Service that automates enterprise IT operations. It refines, structures, and automates the flow of work to streamline service delivery. As an enterprise-wide service management solution, it addresses various service domains including human resources, facilities, and field service. Coforge caters to various service domains by using ServiceNow best practices and own methodology for transformation, implementation, customization, and management of ServiceNow for operations management solution.
What Sets our Capability Apart
Our Customer Service Management capability will allow you to provide better service to your customers through increased efficiencies in your team and leading self-service capabilities for your customers.
Using the rich features of ServiceNow's Customer Service Management portfolio of applications, your business can expect a transformation in how customer interactions and service delivery are handled.
Our customers are kept at the center of every engagement, with laser focus on understanding requirements matched with best of breed solutions.
We love to work collaboratively with our project stakeholders, including service teams, customer operations management, and consumer representatives.
Key Differentiators

Case Management
Quickly deploy a best practice approach to manage your B2B and B2C interactions that increases productivity and reduces wait times. Track SLAs, and efficiently manage account and customer information.

Advanced Work Assignment
Tailor case assignment rules to ensure queries and issues are routed to the best suited agent. Remove the overhead of manual work allocation and optimize workload distribution.

Performance Analytics and Reporting
Improve your customer service metrics through specially built dashboards providing trend analysis, breakdowns, targets and thresholds. Remove the guesswork from understanding team performance, CSAT, and continual improvement focus areas.

Customer and Consumer Self Service
Drive self-service from an engagement portal integrated with knowledge, service catalogs, communities, and virtual agent chatbots.

Field Service Management
Create and manage work orders based on technician skills, availability, and inventory.

Proactive Customer Service Operations
Monitor your customers’ products and services to identify issues proactively and fix them quickly.

Case Management
Quickly deploy a best practice approach to manage your B2B and B2C interactions that increases productivity and reduces wait times. Track SLAs, and efficiently manage account and customer information.

Advanced Work Assignment
Tailor case assignment rules to ensure queries and issues are routed to the best suited agent. Remove the overhead of manual work allocation and optimize workload distribution.

Performance Analytics and Reporting
Improve your customer service metrics through specially built dashboards providing trend analysis, breakdowns, targets and thresholds. Remove the guesswork from understanding team performance, CSAT, and continual improvement focus areas.

Customer and Consumer Self Service
Drive self-service from an engagement portal integrated with knowledge, service catalogs, communities, and virtual agent chatbots.

Field Service Management
Create and manage work orders based on technician skills, availability, and inventory.

Proactive Customer Service Operations
Monitor your customers’ products and services to identify issues proactively and fix them quickly.
Success stories.
Case Study | ServiceNow | Service Management
ServiceNow Modernization through strategic innovation - A Case Study in ITSM Excellence.Case Study | ServiceNow | Service Management
ServiceNow Enhanced Release & Service transition and Change Management processes.-1.jpeg?width=600&height=800&name=CS%20Item%202%20(13)-1.jpeg)
Case Study | ServiceNow | Service Management
ServiceNow Modernization through strategic innovation - A Case Study in ITSM Excellence.
-1.jpeg?width=600&height=800&name=CS%20Item%203%20(13)-1.jpeg)
Case Study | ServiceNow | Service Management
ServiceNow Enhanced Release & Service transition and Change Management processes.
Our credentials.
ServiceNow Elite Partner
2024
ServiceNow Emerging Industry Partner of the Year – Worldwide award winner
250+
ServiceNow Professionals
50+
Global Engagements
20+
Ready-to-deploy ServiceNow Accelerators
65k+
ITSM License Portfolio
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WHAT WE DO.
Explore our wide gamut of digital transformation capabilities and our work across industries.
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