CSM - Continuous Improvement & Optimization

Business Problem

Organizations often treat CSM implementation as a one-time project rather than an ongoing improvement journey. Over time, this leads to outdated customer service processes, unmet customer expectations, reduced efficiency, and misalignment with evolving business needs.

Pre-Conditions

Commitment from leadership to foster continuous improvement.
Established performance metrics and KPIs.
Governance structure supportive of iterative enhancements.

Common Pitfalls

Neglecting regular performance measurement and analysis.
Ignoring user and customer feedback loops.
Viewing continuous improvement as low priority or optional.

Value Journey

Performance Measurement: Establish metrics and dashboards to track CSM performance and customer satisfaction continuously.
Feedback Collection: Regularly gather input from customers, customer service agents, and management to identify areas for improvement.
AI-Driven Insights: Leverage AI analytics to identify bottlenecks, inefficiencies, and opportunities for automation and optimization.
Process Enhancement: Based on data and insights, apply improvements to service workflows, automation strategies, and system configurations.
Governance & Iteration: Regularly review and update processes and governance practices to ensure continuous alignment with strategic business goals.

Service Offering

Performance Monitoring Framework: Design dashboards and reporting tools within ServiceNow to track key metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), Average Resolution Time, and First Contact Resolution.
Customer & Agent Feedback Loops: Establish structured mechanisms (surveys, feedback forms, user groups) to continuously collect improvement ideas from customers and internal users.
AI & Automation Optimization: Regularly review analytics data and AI-generated insights to pinpoint areas where process automation and AI enhancements can be further leveraged to improve efficiency and customer experience.
Quarterly Improvement Reviews: Facilitate regular business review meetings to discuss CSI progress, recommend further actions, and update improvement roadmaps.
Process Optimization Recommendations: Provide actionable insights and detailed documentation for recommended improvements to service delivery processes, workflows, and customer interactions.
Governance Reviews: Periodically reassess and refine governance structures to ensure ongoing compliance and effectiveness.

Why Capture?

Capture proactively ensures your ServiceNow CSM implementation evolves to continually meet changing customer expectations and business needs. Our unique approach integrates practical AI-driven analytics, focused customer-centric methodologies, and a deep understanding of customer service processes to drive measurable value over the long term consistently.

CSM - Continuous Improvement & Optimization​