Newspaper IconLinium named the 2019 ServiceNow Americas IT Workflow Partner of the Year! Learn More

Services

Strategy & Roadmapping

Organizing and setting the stage to achieve modernization.

Implementation

Delivering actionable results and usable documents to bring your strategy to life.

Adoption & Acceptance

Increasing adoption and acceptance by involving stakeholders early in the process.

Extension & Support

Focusing on continuous modernization to take your investment to the next level.

an approach like no other

Featured Resources

Art of the Posssible: Bring Services to Users Anytime, Anywhere Understand Your Spend: Push Your Dollar Farther by Leveraging Business  Management in ServiceNow
Embracing New Paradigms for Innovation in Enterprise Service Management Modernize Your HR Department: From Operational to Strategic

Customer Service Management and Support

A Single Point of Contact for Customers

Customer Service Management and Support

Creating a single point of contact for customers to handle both Service and Support issues is a unique power of ServiceNow. As more consumer-facing businesses create customer portals and mobile apps, Customer Service needs to both be able to handle product or order issues, and resolve technical mobile-device app installs or browser-based portal problems.

Enabling a Single Point of Contact

How do you make product and order issue resolution, and app and webpage support in one place a reality?

Customer Service Portal – Allow Case creation and management for any type of issue a customer has – service OR support related

Smart Case Processing – Loaded with information from customer loyalty programs, vendor management data, and order information

Case to Incident Linking – If your customer has an issue with a webpage, report, or app (a problem caused by your IT) - link it immediately to an incident and start working on it

Case to Request Linking – Have a permissions or access issue that has caused a problem for your customer? Link that reporting case to a Request record and begin to get your customer on track immediately

Machine Learning Workflow - Mine all your data – structured, semi-structured, and unstructured to produce actionable knowledge articles to reduce support costs and enable Customer Service Management self-service

Let's Get Started

Implementing genuine Customer Service Management and customer support requires extensive knowledge of all related process. Linium can help you:

-Define Standard Service Management transactions as part of the customer service taxonomy of services in the service catalog

-Add the capability to link customer cases to Incident and Request

-Map the Service catalog taxonomy to assignment groups for resolution.

Learn more about Customer Service and Support and get started today!

ServiceNow Americas IT Workflow Partner of the Year

Linium was named the ServiceNow Americas IT Workflow Partner of the Year by ServiceNow for delivering outstanding value in digital transformation, innovation, and customer success. Learn how Linium can help you elevate employee experiences and reshape the future of customer engagement. 

Looking to Learn More?

Bringing ServiceNow Customer Service Management to the B2C World

Unnecessary steps in the process significantly hinder customer satisfaction and lower the probabilities of a repeat customer. In our vlog, discover how you can enable ServiceNow Customer Service Management for the B2C space.

View Vlog

Presentation

Bringing ServiceNow Customer Service Management to the B2C World

Unnecessary steps in the process significantly hinder customer satisfaction and lower the probabilities of a repeat customer. In our vlog, discover how you can enable ServiceNow Customer Service Management for the B2C space.

View Vlog

The Behind the Scenes Magic of Customer Service

Connect customer service with other teams to solve issues faster and learn how you can improve communications, get ahead of issues, automate common request and build CSM communities.  

View Webinar

Webinar

The Behind the Scenes Magic of Customer Service

Connect customer service with other teams to solve issues faster and learn how you can improve communications, get ahead of issues, automate common request and build CSM communities.  

View Webinar

Innovation Insights of 2019: Making It Easy To Get The Services You Need

Today's digital world is transforming how we live our day-to-day lives and setting high expectations in the workplace when it comes to service experiences. How do you keep up with this pace and be aware of what the future holds?

Read Now

Solution

Innovation Insights of 2019: Making It Easy To Get The Services You Need

Today's digital world is transforming how we live our day-to-day lives and setting high expectations in the workplace when it comes to service experiences. How do you keep up with this pace and be aware of what the future holds?

Read Now

Ready to Get Started?

Contact us at 518.689.3198 or fill out this form and we will contact you.