Omni-Channel Customer Support Transformation/h1>

Omni-Channel Customer Support Transformation
Role: ServiceNow CSM Specialist

An organization , a SaaS provider, was struggling with fragmented customer support. Inquiries were coming in via email, phone, and social media, but agents had no unified view of the customer's history. This led to high resolution times (MTTR) and "customer fatigue," as users had to repeat their issues to multiple agents. Furthermore, there was no link between customer issues and the engineering team’s bug tracking.

WHAT WE DECIDED UPON:

Implement ServiceNow CSM to centralize customer interactions, provide a self-service portal, and bridge the gap between Customer Support and internal IT/Engineering departments using Proactive Customer Service Operations.

ACTION:

1. External-Facing Portal: Built a custom Customer Service Portal using the Now Experience UI Framework, allowing clients to register products, search the Knowledge Base, and track case status.

2. Omni-Channel Routing: Integrated Advanced Work Assignment (AWA) to route chat, email, and portal cases to the most qualified agent based on their skill set (e.g., Language or Product Specialization).

3. Major Issue Management: Configured Proactive Customer Service so that when a backbone network issue was detected in ITOM, the system automatically created a "Parent Case" and notified all affected customers before they could even call in.

4. Account & Contact Management: Structured complex B2B Account Hierarchies, ensuring that partner organizations could see cases for their subsidiary companies while maintaining strict data isolation.

RESULT :

Customer Satisfaction: Increased CSAT scores from 3.1 to 4.7 out of 5 within the first four months.

Case Deflection: Shifted 35% of common inquiries (like license keys and status updates) to the Self-Service Portal and Virtual Agent.

Resolution Time: Reduced MTTR by 40% by enabling agents to see real-time data from the Engineering team’s related "Problem" records.