| Elite Partner

ServiceNow Customer Service Management

The Ultimate CSM Experience

Transform customer experiences through responsive and integrated processes. FlyForm can help you streamline your ServiceNow® Customer Service Management to automate and optimise workflows, delivering better solutions to customer demands. We’ll help you provide customers with the outcomes they demand – however, wherever, and whenever they come calling.

Get in touch icon-arrow

Gain – and sustain – customer loyalty

Empower employees. Boost customer loyalty. Strengthen your bottom line.

Next to product quality and value, high-quality service is the most important factor in ensuring the loyalty of your customers.

With ServiceNow's Customer Service Management (CSM), we'll help you provide an intuitive service experience that quickly connects and informs your agents and customers – leading to a quick resolution whether it's via chat, phone, text or email.

Then take that experience further, with intelligent self-service catalogues to offer round-the-clock support to your customers.

FlyForm will work with you to:

Optimally Direct Queries

Enable users to self-serve wherever possible, automatically routing enquiries to connect with appropriate resources – whether front- or back-office – when escalation is needed.

Identify and Resolve Process Issues

Keep an eye on your processes’ efficiency; identifying recurring issues to enable streamlining, and automatically detect blocked interactions that need to be escalated.

Deliver Better Service Where it Counts

Effectively serve customer’s needs with automation, allowing agents to concentrate on delivering additional value, resolving unique requests.

What you get with ServiceNow CSM

Configurable Virtual Agent

ServiceNow’s Virtual Agent uses directed conversation – codelessly configured and backed by AI-powered natural-language interpretation – to resolve many common queries, handing off the unique issues to live agents with a full conversation history.

Integrated Omnichannel, with Analytics

Phone, web, app: whatever medium suits your customers in the moment, Virtual Agent uses the full native capabilities of their device to connect them with their open cases, your agents, and the community, providing support when and where they need it, with every interaction logged.

Continual Improvement

Full incident data enables contextual performance analysis – incident frequencies, resolution times, process bottlenecks – empowering agents to improve and streamline processes. It also allows individual incident responses to be converted to reusable solution templates, enhancing the core knowledge base.

Work in the public sector? Explore our GDS Toolkit for ServiceNow

Our GDS Toolkit helps you easily create efficient citizen-facing services with a fully GDS-aligned portal experience that leverages the full power of the ServiceNow platform.

Discover the ServiceNow GDS Toolkit icon-arrow


IT Service Management (ITSM) is focused on managing IT services and infrastructure, whilst Customer Service Management (CSM) is focused on managing customer service and support.

Want to learn more about CSM?

Let's talk! icon-arrow