ServiceNow
ServiceNow, Inc.
"Make the world of work, work better for people"
ServiceNow Customer Service Management (CSM) is an AI-powered cloud platform that unifies case management, omnichannel support, and workflow automation to deliver faster issue resolution and exceptional customer experiences. By centralizing customer data and connecting support teams with intelligent workflows and predictive analytics, ServiceNow CSM enables organizations to reduce resolution times, improve agent productivity, and boost customer satisfaction while handling high ticket volumes efficiently.
Overview
Pricing Plans
Pricing Model: Custom enterprise pricing based on user count and modules
What's Included
- Case Management
- Knowledge Management
- Omnichannel Routing
- Service Catalog
- Mobile App
- Basic Analytics & Reporting
What's Included
- All Professional features
- Advanced Work Assignment
- Predictive Intelligence
- Field Service Management
- Proactive Customer Service Operations
- Advanced Analytics with Performance Analytics
What's Included
- All Enterprise features
- Playbooks for CSM
- Walk-up Experience
- Advanced AI and ML capabilities
- Customer Asset Management
- Industry Solutions
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Key Features
Centralized platform for managing all customer interactions across channels with automated case routing, prioritization, and escalation workflows that ensure consistent service delivery.
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Seamless customer engagement across email, phone, chat, social media, and self-service portals with unified agent workspace that consolidates all interactions and customer context.
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Machine learning models that predict case resolution times, suggest solutions, automate categorization, and provide intelligent recommendations to improve agent productivity and customer satisfaction.
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Intelligent routing engine that matches cases to the best-qualified agents based on skills, workload, availability, and priority using configurable assignment rules and AI-driven optimization.
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Comprehensive knowledge base with AI-powered search, automated article suggestions, content lifecycle management, and integration with case management for seamless knowledge sharing.
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Proactive service delivery through health monitoring, performance analytics, and automated workflows that identify and resolve issues before they impact customers.
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No-code/low-code automation builder with pre-built playbooks for common service scenarios, enabling teams to standardize processes and reduce manual work.
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Real-time dashboards, customizable reports, predictive analytics, and KPI tracking with drill-down capabilities for data-driven decision making and continuous improvement.
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What Makes It Stand Out
- 1
Enterprise Platform Integration: Native integration with IT Service Management (ITSM), HR, Operations, and Security modules on a single platform, enabling seamless cross-functional workflows and unified customer data.
- 2
Workflow Orchestration at Scale: Industry-leading workflow automation capable of handling complex, multi-department processes across entire organizations with enterprise-grade reliability and performance.
- 3
AI and Machine Learning Built-In: Proprietary Predictive Intelligence capabilities including auto-categorization, similarity detection, predictive routing, and intelligent virtual agents without additional licensing costs.
- 4
Fortune 500 Trust: Proven at enterprise scale with 85% of Fortune 500 companies using ServiceNow, offering unmatched security, compliance (SOC 2, ISO 27001, FedRAMP), and governance capabilities.
- 5
Proactive Service Operations: Unique Customer Service Operations (CSO) module that monitors service health, predicts issues, and automates remediation before customers are impacted.
API Access Available
Santa Clara, California, USA
25,000+
Offices in 50+ countries worldwide