WinklixIT Solution Simplified
World Trade Center, Sheikh Rashid Tower Level 24 Sheikh Zayed Rd Trade Centre 2 - Dubai - UAE
Delhi NCR | Mumbai | Pune : HQ : C -430 , Noida Sector 127 , Uttar Pradesh , 201313 , India
Business Units
ServiceNow Customer Service Management (CSM) helps reduce customer support response times, improve first contact resolution rates, and more. Since 2010, Winklix has been delivering ServiceNow CSM services to enhance interdepartmental collaboration in resolving customer issues, while boosting customer satisfaction (CSAT) and retention rates.
ServiceNow CSM helps cut customer support response time, increase first contact resolution rate, and more. Since 2010, Winklix has been providing ServiceNow CSM services to improve companies’ interdepartmental collaboration on solving customer issues and increase CSAT and customer retention rate.
Empowering agents with an intuitive work console to manage cases more quickly and efficiently.
Integrating issue resolution processes and providing response templates along with knowledge base articles to help support agents resolve cases more quickly.
Supporting customers across multiple channels (email, web, phone, live chat, chatbot, and social media) while enabling automated product and service monitoring for a seamless experience.
Automating processes within ServiceNow CSM using no-code, rule-based workflows for greater efficiency and flexibility.
Creating and supporting a self-service portal that allows customers to find answers and solutions independently.
Collecting customer support knowledge and sharing it seamlessly among support agents and customers to improve issue resolution and service quality.
Creating and maintaining a peer-to-peer customer collaboration space, enhanced with gamification elements to foster engagement, knowledge sharing, and community-driven support.
Designing and managing a self-service portal that enables customers to independently access answers and solutions to their problems, enhancing their overall experience.
Centralizing customer support knowledge and efficiently sharing it with both support agents and customers to improve issue resolution and optimize service delivery.
Automatically assigning cases and work orders to agents or workers based on predefined criteria, ensuring efficient task distribution and timely resolution.
Equipping agents with all relevant customer information for each case, including contact details, entitlements, purchased products, and assets in use, to ensure informed and efficient support.
Providing support agents with a visual task tracking tool to easily monitor and manage their workload, ensuring timely and organized case resolution.
Advanced extensions are built on other ServiceNow products and require a separate license for access and use.
The Operations Management extension includes the Event Management, Discovery, and Operational Intelligence features of the ServiceNow ITOM product. These tools allow you to monitor the health of the services and products you provide to clients, enabling proactive identification and resolution of any deviations or issues.
The Service Management for Issue Resolution extension leverages ServiceNow ITSM features such as Problem Management, Request Management, and Change Management. This extension enables support agents to collaborate seamlessly with other departments, ensuring that all necessary resources and expertise are brought together to resolve customer cases efficiently.
The Financial Modelling extension, originally part of the ServiceNow ITBM product, enables you to monitor how your customer service department utilizes its budget and identify opportunities to reduce unnecessary expenses. Meanwhile, the Project and Portfolio Management extension allows you to leverage ServiceNow CSM to drive changes in your company's offerings, ensuring they better align with your clients' needs and expectations.
A collaboration space for work order initiators, approvers, dispatchers, and field service workers to efficiently manage on-site customer support visits and required inventory. Additionally, the Planned Maintenance feature enables you to manage both urgent repair visits and scheduled maintenance tasks that need to be performed periodically.
Configuration Compliance analyzes data imported from configuration scanning applications to identify vulnerable assets that do not align with your security or corporate policies. It then prioritizes these assets based on their potential business impact, as recorded in your Configuration Management Database (CMDB). By diagnosing and remediating these high-risk assets, Configuration Compliance helps strengthen your overall security posture.
With pre-defined and custom SecOps key performance indicators (KPIs), reports, and dashboards, Performance Analytics provides valuable insights into your security operations. By leveraging data from your ServiceNow SecOps, it helps uncover trends, identify bottlenecks in your processes, and highlight automation opportunities for manual tasks performed by your security responders.
Make customer service your competitive advantage
By building a dependable support center and strengthening brand trust.
Boost your customer support agents’ productivity
With visual task tracking tools, intuitive workspaces, and automated categorization, routing, and prioritization of cases to enhance efficiency and streamline workflows.
Boost your customer satisfaction and retention rates.
By accelerating case resolution, offering self-service options to customers, and increasing product/service awareness through community engagement.
Providing agents with an intuitive work console that streamlines case management, enabling faster and more efficient resolution.
Integrating issue resolution processes and offering response templates along with knowledge base articles to help support agents resolve cases more quickly and effectively.
Supporting customers across multiple channels (email, web, phone, live chat, chatbot, and social media) while enabling automated product and service monitoring for proactive issue detection and resolution.
ServiceNow Customer Service Mangement customizations include code-based adjustments to access controls, tables, form fields, email notifications, IT service workflows, and integrations (such as integrating ServiceNow ITSM with third-party ITSM systems). Additionally, ServiceNow ITSM allows the creation of custom applications. For example, our team developed an ITSM mobile app that seamlessly integrates SolarWinds with ServiceNow, enhancing IT management capabilities.
Analyzing your needs and developing detailed requirements for your ServiceNow CSM solution.
Including integrations, data migration, and quality assurance (QA) to ensure a seamless and effective implementation.
Launching the solution, training users, and offering post-launch support to ensure smooth adoption and ongoing success.
Optional: Winklix can run a pilot project before embarking on the full-scale solution implementation. This project can include a minimum viable set of functionality to provide you with a real-life preview of the future solution’s outcomes and assess whether they meet your needs and expectations.
Due to the high dependency of ServiceNow CSM on extensions powered by other ServiceNow products, implementing CSM requires expertise in ServiceNow functionality beyond just this product. Winklix has extensive experience across all ServiceNow product lines – including CSM, ITOM, ITSM, ITBM, SecOps, HR, and more – and is a Premier-level ServiceNow partner. This makes us highly qualified to handle your ServiceNow CSM implementation project.
At Winklix, we distinguish between project administration and true project management—a distinction often overlooked in the industry. We prioritize effective, hands-on project management to ensure successful outcomes for our clients, no matter the challenges that may arise.
