CSM - Governance & Process Framework Setup​

Business Problem

Organizations often lack standardized customer service processes, leading to inconsistent service delivery and compliance risks. Without governance, CSM initiatives can become fragmented and unsustainable.​​​​​

Pre-Conditions

• Defined ownership and accountability for CSM processes.​​
• Willingness to adopt and enforce best practices.​​
• Collaboration between customer service and business units.​​​​​​

Common Pitfalls

• Resistance to change from customer service teams.​
• ​Lack of enforcement leads to governance failures.​​
• Overcomplicated processes, slowing down operations.​​​​​

Value Journey

• Governance Foundation: Defining CSM roles, responsibilities, and compliance requirements.​​
• Standardization: Creating a repeatable framework for customer service delivery and decision-making.​​
• Process Alignment: Ensuring workflows and policies match business objectives and CSM best practices.​
• ​KPI & Performance Tracking: Establishing measurable success criteria for governance effectiveness.​​
• Continuous Oversight: Implementing ongoing governance monitoring and continuous improvement strategies.​

Service Offering

• Governance Model Definition: Establish clear roles, responsibilities, and decision-making structures within the customer service function.​​
• ServiceNowProcess Standardization: Align customer service workflows with industry best practices to ensure consistency and efficiency.​​
• Compliance & Risk Management: Develop policies and procedures to ensure adherence to regulatory and internal compliance standards.​​
• Stakeholder Alignment: Engage key stakeholders to define and agree upon governance structures and processes.​​
• Workflow Optimization: Design efficient, automated workflows that enhance service delivery and reduce manual effort.​​
• Performance Measurement Framework: Define key performance indicators (KPIs) and establish mechanisms for ongoing performance monitoring and reporting.​

Why Capture?

We go beyond theory—our team holds multiple certifications and has hands-on experience implementing governance structures in real-world enterprise environments. As a small, agile company, we work closely with your stakeholders to establish a governance model that is practical, scalable, and built for long-term success.​​​​​