Services

Customer Service Management

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OUR HOLISTIC VISION OF CUSTOMER SERVICE MANAGEMENT

We believe in a holistic approach to everything we do. Our comprehensive Customer Service Management methodology helps enable our customers to achieve tangible, real world results to maximize your return on investment.

THE CASK CSM PORTOLIO INCLUDES 8 OFFERINGS:

PORTFOLIO AND CATALOG OF SERVICES

The ability to accurately maintain and display the wide array of services and offerings that your organization offers to your customer and clients is a key component within CSM. Typical engagement is 3 days in an onsite workshop format.

CASE MANAGEMENT AND ASSOCIATED WORKFLOWS

Efficient and effective management of cases stemming from interactions with clients leads to successful handling of issues, and fulfillment of requests. Typical engagement is 3-4 days in an onsite workshop format.

CALL CENTER / HELP DESK OPTIMIZATION

Often utilized as the first line of support for customers, the Call Center / Help Desk needs to operate in a manner that meets or exceeds customer expectations, and business objectives. Typical engagement is 1-2 days in an onsite workshop format.

MANAGEMENT OF EXTERNAL AND INTERNAL KNOWLEDGE ARTICLES

The ability to create, post, review and retire knowledge articles that are exposed to customers and internal staff will play an integral part with call deflection, and efficient case handling procedures. Typical engagement is 2 days in an onsite workshop format.

MANAGING ORGANIZATIONAL CHANGE

To ensure successful adoption of the placement, increase usage and engagement we integrate custom a custom branded communications campaign that resonates with the audience and enables them to succeed. Engagement varies based on scope between 3 weeks and 6 months.


USER EXPERIENCE

Designing exceptional user experiences that resonates with your audience, meets your business needs and elevates the levels of support for your customers.

ALLOCATION AND MANAGEMENT OF PRODUCTS AND ASSETS

Managing the lifecycle of products and assets, especially those that are associated with clients and customers, will lead to a more efficient and focused levels of support. Guiding clients and customer care specialists to the correct knowledge faster, and routing cases to those who specialize in that field, are just some of the benefits for effectively managing customer facing assets. Typical engagement is 3 days in an onsite workshop format.

SERVICENOW IMPLEMENTATION EXPERTISE

Cask has a dedicated team of solution architects and platform engineers squarely focused on the successful implementation of your ServiceNow investment, including integrations with your existing systems.

Contact Cask to discuss your CSM needs