{"id":863,"date":"2025-10-29T10:45:13","date_gmt":"2025-10-29T10:45:13","guid":{"rendered":"https:\/\/pulse-and-patterns.in-testing.co.uk\/service\/customer-service-management-csm\/"},"modified":"2025-11-09T18:56:02","modified_gmt":"2025-11-09T18:56:02","slug":"customer-service-management-csm","status":"publish","type":"service","link":"https:\/\/pulsepatterns.com\/de\/service\/crm\/customer-service-management-csm\/","title":{"rendered":"Customer Service Management (CSM)"},"content":{"rendered":"\n<!-- Our front-end template -->\n<section\n    id=\"inner-hero-block_cacd64139eebe4645691fadd85e5520b\" \n    class=\"inner-hero  \"\n>\n    <div class=\"site-container\">\n        <nav class=\"breadcrumbs\" aria-label=\"Breadcrumb\" itemscope itemtype=\"https:\/\/schema.org\/BreadcrumbList\"><span class=\"breadcrumb-item\" itemprop=\"itemListElement\" itemscope itemtype=\"https:\/\/schema.org\/ListItem\"><a href=\"https:\/\/pulsepatterns.com\/de\/\" class=\"breadcrumb-link\" itemprop=\"item\"><span itemprop=\"name\">Home<\/span><\/a><meta itemprop=\"position\" content=\"1\" \/><\/span><\/nav>\n                    <div class=\"intro\" data-aos=\"fade-in\">\n                <h1>Customer Service Management (CSM)<\/h1>\n                                  \n                        <span class=\"subheader\">L\u00f6sungen, die sich m\u00fchelos anf\u00fchlen<\/span>\n                 \n                            <\/div>\n                            <div class=\"copy\" data-aos=\"fade-in\">\n                <p><p>Liefere einen schnelleren, intelligenteren Service mit KI, die nicht nur unterst\u00fctzt, sondern aktiv Probleme l\u00f6st.<\/p>\n<\/p>\n            <\/div>\n                            <figure class=\"image\" data-aos=\"fade-in\">\n                <img decoding=\"async\" src=\"https:\/\/pulsepatterns.com\/wp-content\/uploads\/2025\/10\/2.png\" alt=\"\">                            <\/figure>\n            <\/div>\n<\/section>\n\n\n<!-- Our front-end template -->\n<section\n    id=\"single-column-intro-block_39f3601a01c4981404faa55af1d5cbaf\" \n    class=\"single-column-intro \"\n>\n    <div class=\"site-container\">\n                    <div class=\"copy\" data-aos=\"fade-in\">\n                <p><p>ServiceNow Customer Service Management verbindet Kunden, Mitarbeitende und das Unternehmen auf einer einzigen KI-f\u00e4higen Plattform. Es verwandelt die Probleml\u00f6sung in eine orchestrierende Funktion, bei der Self-Service tats\u00e4chlich Probleme l\u00f6st, KI-Agenten system\u00fcbergreifend arbeiten und Backoffice-Teams synchron zusammenarbeiten. Das Ergebnis: Schnellere durchschnittliche L\u00f6sungszeiten, h\u00f6here Abweisungsraten (&#8222;Deflection&#8220;) und eine stetig steigende Kundenzufriedenheit.<\/p>\n<\/p>\n            <\/div>\n            <\/div>\n<\/section>\n\n\n<!-- Our front-end template -->\n<section\n    id=\"two-cols-text-repeater-block_28604f954c59e807eb3714b9cb6962eb\" \n    class=\"two-cols-text-repeater \"\n>\n    <div class=\"site-container\">\n                    <div class=\"content-grid\">\n                                    <div class=\"content-item \" data-aos=\"fade-in\" data-aos-delay=\"0\">\n                                                    <h3>Vermeide manuelle Antworten mit echten L\u00f6sungen, nicht mit ausweglosen Bots.<\/h3>\n                                                                            <p>Bef\u00e4hige Kunden, Probleme sofort zu l\u00f6sen \u2013 mit fundierter KI-Suche und Konversationsabl\u00e4ufen, die mehr als nur reagieren, sondern handeln. ServiceNow CSM kombiniert Now Assist mit Virtual Agent, um fundiertes Wissen und L\u00f6snungen zu pr\u00e4sentieren und echte Aktionen \u00fcber alle Kan\u00e4le hinweg (Web, Mobilger\u00e4te, Chat oder Collaboration-Tools wie Teams und Slack) auszul\u00f6sen. Das Ergebnis: Eine h\u00f6here Selbstbedienungsquote, ein geringeres Anrufaufkommen und schnellere L\u00f6sungen, die Kunden wirklich wertsch\u00e4tzen werden.<\/p>\n                        \n                    <\/div>\n                                    <div class=\"content-item standout-text\" data-aos=\"fade-in\" data-aos-delay=\"100\">\n                                                                            <p>&nbsp;<\/p>\n<p><span class=\"NormalTextRun SCXW134490467 BCX8\"><span class=\"TextRun SCXW84105141 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW84105141 BCX8\">Von der Problemstellung bis zur L\u00f6sung \u2013 schneller, durchg\u00e4ngiger und konsistenter Service, den Kunden sp\u00fcren k\u00f6nnen.<\/span><\/span><\/span><\/p>\n                        \n                    <\/div>\n                                    <div class=\"content-item \" data-aos=\"fade-in\" data-aos-delay=\"200\">\n                                                    <h3>Mache jeden Service Mitarbeitenden zum besten Service Mitarbeitenden<\/h3>\n                                                                            <p>Now Assist liefert Service Mitarbeitenden sofortige Fallzusammenfassungen, Antwortentw\u00fcrfe und Wissensvorschl\u00e4ge, wodurch die Bearbeitungszeit verk\u00fcrzt und die Konsistenz verbessert wird. KI-Agenten gehen noch einen Schritt weiter und f\u00fchren system\u00fcbergreifende Aktionen mit vollst\u00e4ndiger Kontrolle aus. Das Ergebnis: Schnellere L\u00f6sungen und Service Mitarbeitende, die sich auf das Wesentliche konzentrieren k\u00f6nnen.<\/p>\n                        \n                    <\/div>\n                                    <div class=\"content-item \" data-aos=\"fade-in\" data-aos-delay=\"300\">\n                                                    <h3>End-to-End-L\u00f6sung statt Front-Office-Silos<\/h3>\n                                                                            <p>Verbinde Kundenservice mit Fulfillment, Au\u00dfendienst, Rechnungsstellung und Lieferkette auf einer einzigen Plattform. Mit ServiceNow CSM werden F\u00e4lle nahtlos zwischen Teams und Systemen weitergeleitet, wodurch \u00dcbergaben, Verz\u00f6gerungen und Datenl\u00fccken vermieden werden. Kunden erhalten schneller Antworten, und jede Interaktion bleibt vom ersten Kontakt bis zur endg\u00fcltigen L\u00f6sung sichtbar, \u00fcberpr\u00fcfbar und nachvollziehbar.<\/p>\n                        \n                    <\/div>\n                            <\/div>\n                            <div class=\"link-container\" data-aos=\"fade-in\">\n            <a href=\"\/contact-us\" target=\"\" class=\"btn-arrows\">\n                <span>MULTIPLY NOW<\/span>\n            <\/a>\n            <\/div>\n            <\/div>\n<\/section>\n\n\n<!-- Our front-end template -->\n<section\n    id=\"benefits-block_83ccff33b136cc078c9c2acaab22538e\" \n    class=\"benefits  green\"\n>\n    <div class=\"site-container\">\n                    <div class=\"intro no-copy three-columns\" data-aos=\"fade-in\">\n                                    <h2>Die Kraft von CSM<\/h2>\n                                            <\/div>\n                            <div class=\"benefits-grid three-columns\">\n                                    <div class=\"benefit-item\" data-aos=\"fade-up\" data-aos-delay=\"0\">\n                                                    <figure class=\"benefit-icon\">\n                                <img decoding=\"async\" src=\"https:\/\/pulsepatterns.com\/wp-content\/uploads\/2025\/10\/Pulse_Patterns_Lead-to-cash_Red.svg\" alt=\"\" loading=\"lazy\">                            <\/figure>\n                                                <div class=\"benefit-content\">\n                                                            <h3>Echte Selbstbedienung, die Probleme l\u00f6st.<\/h3>\n                                                                                        <div><p>Die fundierte Suche und die virtuelle Agenten l\u00f6sen bis zu doppelt so viele F\u00e4lle wie andere &#8222;Automatisierungs-L\u00f6sungen&#8220; und geben Kunden schnelle, pr\u00e4zise Antworten, ohne dass ein Service Mitarbeiter eingreifen muss.<\/p>\n<\/div>\n                                                                                <\/div>\n                    <\/div>\n                                    <div class=\"benefit-item\" data-aos=\"fade-up\" data-aos-delay=\"100\">\n                                                    <figure class=\"benefit-icon\">\n                                <img decoding=\"async\" src=\"https:\/\/pulsepatterns.com\/wp-content\/uploads\/2025\/10\/Pulse_Patterns_Quotes-contracts_Red.svg\" alt=\"\" loading=\"lazy\">                            <\/figure>\n                                                <div class=\"benefit-content\">\n                                                            <h3>Agenten, die schneller L\u00f6sungen finden<\/h3>\n                                                                                        <div><p>Mit Now Assist haben Unternehmen eine um 33 % niedrigere MTTR und eine um 71 % schnellere Falll\u00f6sung erzielt, angetrieben durch KI-generierte Zusammenfassungen und Next-Best-Actions.<\/p>\n<\/div>\n                                                                                <\/div>\n                    <\/div>\n                                    <div class=\"benefit-item\" data-aos=\"fade-up\" data-aos-delay=\"200\">\n                                                    <figure class=\"benefit-icon\">\n                                <img decoding=\"async\" src=\"https:\/\/pulsepatterns.com\/wp-content\/uploads\/2025\/10\/Pulse_Patterns_AI-that-drafts_Red.svg\" alt=\"\" loading=\"lazy\">                            <\/figure>\n                                                <div class=\"benefit-content\">\n                                                            <h3>Durchg\u00e4ngige Transparenz und Kontrolle<\/h3>\n                                                                                        <div><p>Die Verbindung von Service mit Auftragsabwicklung, Rechnungsstellung und Au\u00dfendienst auf einer einzigen Plattform steigert die Kundenzufriedenheit um bis zu 25 % und macht die Probleml\u00f6sung zu einem messbaren Gesch\u00e4ftsvorteil.<\/p>\n<\/div>\n                                                                                <\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/section>\n\n\n<!-- Our front-end template -->\n<section id=\"accordion-block-block_b1350891db0a20f635e95fedaa2b6f44\" class=\"accordion-block  \">\n    <div class=\"site-container\">\n                    <h2>FAQs<\/h2>\n        \n                    <div class=\"accordions-wrapper\">\n                                    <div class=\"accordion-single\" data-aos=\"fade-in\">\n                        <button class=\"accordion-heading\"\n                                id=\"accordion-header-0\"\n                                aria-controls=\"accordion-panel-0\"\n                                aria-expanded=\"false\"\n                        >\n                            <span class=\"h4 text\">\n                                Can ServiceNow CSM orchestrate cross-team workflows (billing, fulfillment, field service)?                            <\/span>\n                            <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"25\" height=\"16.16\" viewBox=\"0 0 25 16.16\">\n                            <g id=\"Group_5115\" data-name=\"Group 5115\" transform=\"translate(25) rotate(90)\">\n                                <path id=\"Path_8\" data-name=\"Path 8\" d=\"M.258,0l8.5,12.341L0,25H8.278L16.16,13.123V11.437L8.525,0Z\"\/>\n                            <\/g>\n                            <\/svg>\n\n                        <\/button>\n                        <div class=\"accordion-content\"\n                            id=\"accordion-header-0\"\n                            aria-labelledby=\"accordion-header-0\"\n                        >\n                            <div class=\"inner\">\n                                <div class=\"subtext\">\n                                    <p><span class=\"NormalTextRun SCXW182223021 BCX8\">Yes\u2014Flow Designer coordinates tasks end-to-end while SOM\/FSM <\/span><span class=\"NormalTextRun SCXW182223021 BCX8\">handle<\/span><span class=\"NormalTextRun SCXW182223021 BCX8\"> order and field work on the same platform. AI Agents automate routine steps and log evidence, so SLAs and audits stay intact.<\/span><span class=\"NormalTextRun SCXW182223021 BCX8\">\u00a0<\/span><\/p>\n                                <\/div>\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                                    <div class=\"accordion-single\" data-aos=\"fade-in\">\n                        <button class=\"accordion-heading\"\n                                id=\"accordion-header-1\"\n                                aria-controls=\"accordion-panel-1\"\n                                aria-expanded=\"false\"\n                        >\n                            <span class=\"h4 text\">\n                                How does ServiceNow handle AI governance and data privacy (Generative AI Controller, Now Assist Guardian, PII masking)?\u00a0                            <\/span>\n                            <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"25\" height=\"16.16\" viewBox=\"0 0 25 16.16\">\n                            <g id=\"Group_5115\" data-name=\"Group 5115\" transform=\"translate(25) rotate(90)\">\n                                <path id=\"Path_8\" data-name=\"Path 8\" d=\"M.258,0l8.5,12.341L0,25H8.278L16.16,13.123V11.437L8.525,0Z\"\/>\n                            <\/g>\n                            <\/svg>\n\n                        <\/button>\n                        <div class=\"accordion-content\"\n                            id=\"accordion-header-1\"\n                            aria-labelledby=\"accordion-header-1\"\n                        >\n                            <div class=\"inner\">\n                                <div class=\"subtext\">\n                                    <p><span class=\"TextRun SCXW203163084 BCX8\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW203163084 BCX8\">Models and providers are governed centrally; sensitive data is masked before any model call. Guardian monitors prompts\/outputs for violations, and every action is logged for audit.<\/span><\/span><\/p>\n                                <\/div>\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                                    <div class=\"accordion-single\" data-aos=\"fade-in\">\n                        <button class=\"accordion-heading\"\n                                id=\"accordion-header-2\"\n                                aria-controls=\"accordion-panel-2\"\n                                aria-expanded=\"false\"\n                        >\n                            <span class=\"h4 text\">\n                                How does ServiceNow integrate with contact centers (Genesys, Amazon Connect, Five9)?                            <\/span>\n                            <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"25\" height=\"16.16\" viewBox=\"0 0 25 16.16\">\n                            <g id=\"Group_5115\" data-name=\"Group 5115\" transform=\"translate(25) rotate(90)\">\n                                <path id=\"Path_8\" data-name=\"Path 8\" d=\"M.258,0l8.5,12.341L0,25H8.278L16.16,13.123V11.437L8.525,0Z\"\/>\n                            <\/g>\n                            <\/svg>\n\n                        <\/button>\n                        <div class=\"accordion-content\"\n                            id=\"accordion-header-2\"\n                            aria-labelledby=\"accordion-header-2\"\n                        >\n                            <div class=\"inner\">\n                                <div class=\"subtext\">\n                                    <p><span class=\"NormalTextRun SCXW16257868 BCX8\">Bring your existing <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW16257868 BCX8\">CCaaS<\/span><span class=\"NormalTextRun SCXW16257868 BCX8\">\u2014<\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW16257868 BCX8\">IntegrationHub<\/span><span class=\"NormalTextRun SCXW16257868 BCX8\"> and partner connectors <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW16257868 BCX8\">unify<\/span><span class=\"NormalTextRun SCXW16257868 BCX8\"> voice, chat, and digital into one agent workspace. Agents get a single view; customers get consistent, omnichannel service.<\/span><\/p>\n                                <\/div>\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                                    <div class=\"accordion-single\" data-aos=\"fade-in\">\n                        <button class=\"accordion-heading\"\n                                id=\"accordion-header-3\"\n                                aria-controls=\"accordion-panel-3\"\n                                aria-expanded=\"false\"\n                        >\n                            <span class=\"h4 text\">\n                                Is ServiceNow CSM a Gartner\/Forrester leader?\u00a0                            <\/span>\n                            <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"25\" height=\"16.16\" viewBox=\"0 0 25 16.16\">\n                            <g id=\"Group_5115\" data-name=\"Group 5115\" transform=\"translate(25) rotate(90)\">\n                                <path id=\"Path_8\" data-name=\"Path 8\" d=\"M.258,0l8.5,12.341L0,25H8.278L16.16,13.123V11.437L8.525,0Z\"\/>\n                            <\/g>\n                            <\/svg>\n\n                        <\/button>\n                        <div class=\"accordion-content\"\n                            id=\"accordion-header-3\"\n                            aria-labelledby=\"accordion-header-3\"\n                        >\n                            <div class=\"inner\">\n                                <div class=\"subtext\">\n                                    <p><span class=\"TextRun SCXW27475415 BCX8\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW27475415 BCX8\">ServiceNow is a leader in both the Gartner Magic Quadrant and the Forrester Wave for Customer Engagement.<\/span><\/span><span class=\"EOP SCXW27475415 BCX8\" data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:257}\">\u00a0<\/span><\/p>\n                                <\/div>\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                                    <div class=\"accordion-single\" data-aos=\"fade-in\">\n                        <button class=\"accordion-heading\"\n                                id=\"accordion-header-4\"\n                                aria-controls=\"accordion-panel-4\"\n                                aria-expanded=\"false\"\n                        >\n                            <span class=\"h4 text\">\n                                What are ServiceNow AI Agents\u2014and how are they different from chatbots?                            <\/span>\n                            <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"25\" height=\"16.16\" viewBox=\"0 0 25 16.16\">\n                            <g id=\"Group_5115\" data-name=\"Group 5115\" transform=\"translate(25) rotate(90)\">\n                                <path id=\"Path_8\" data-name=\"Path 8\" d=\"M.258,0l8.5,12.341L0,25H8.278L16.16,13.123V11.437L8.525,0Z\"\/>\n                            <\/g>\n                            <\/svg>\n\n                        <\/button>\n                        <div class=\"accordion-content\"\n                            id=\"accordion-header-4\"\n                            aria-labelledby=\"accordion-header-4\"\n                        >\n                            <div class=\"inner\">\n                                <div class=\"subtext\">\n                                    <p><span class=\"TextRun SCXW104589781 BCX8\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW104589781 BCX8\">AI Agents plan, execute, and close tasks across systems with guardrails; chatbots mostly converse. They\u2019re grounded in your knowledge, produce auditable actions, and actually move work forward.<\/span><\/span><\/p>\n                                <\/div>\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                                    <div class=\"accordion-single\" data-aos=\"fade-in\">\n                        <button class=\"accordion-heading\"\n                                id=\"accordion-header-5\"\n                                aria-controls=\"accordion-panel-5\"\n                                aria-expanded=\"false\"\n                        >\n                            <span class=\"h4 text\">\n                                What problems does ServiceNow CSM actually solve?                            <\/span>\n                            <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"25\" height=\"16.16\" viewBox=\"0 0 25 16.16\">\n                            <g id=\"Group_5115\" data-name=\"Group 5115\" transform=\"translate(25) rotate(90)\">\n                                <path id=\"Path_8\" data-name=\"Path 8\" d=\"M.258,0l8.5,12.341L0,25H8.278L16.16,13.123V11.437L8.525,0Z\"\/>\n                            <\/g>\n                            <\/svg>\n\n                        <\/button>\n                        <div class=\"accordion-content\"\n                            id=\"accordion-header-5\"\n                            aria-labelledby=\"accordion-header-5\"\n                        >\n                            <div class=\"inner\">\n                                <div class=\"subtext\">\n                                    <p><span class=\"NormalTextRun SCXW45525940 BCX8\">It unifies channels, agents, and back-office on one <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW45525940 BCX8\">workflow<\/span><span class=\"NormalTextRun SCXW45525940 BCX8\"> so handoffs and swivel-chair work disappear. Expect faster cycles, cleaner reporting, and a single customer truth\u2014value multiplied.<\/span><\/p>\n                                <\/div>\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/section>\n\n\n<!-- Our front-end template -->\n<section\n    id=\"cta-banner-block_86200d85518feeaeb6be2b777c58d0d6\" \n    class=\"cta-banner  orange no-image\"\n>\n    <div class=\"site-container\">\n        <div class=\"content-container\">\n                            <div class=\"icon\"  >\n                    <svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"85\" height=\"51.695\" viewBox=\"0 0 85 51.695\">\n                    <g id=\"Group_5078\" data-name=\"Group 5078\" transform=\"translate(0)\">\n                        <path id=\"Path_4776\" data-name=\"Path 4776\" d=\"M1.751,0,26.878,25.282,0,51.7H18.524L40.643,29V21.268L20.011,0Z\" transform=\"translate(0 0)\" fill=\"#FFF\"\/>\n                        <path id=\"Path_4777\" data-name=\"Path 4777\" d=\"M80.695,0,60.062,21.268V29L82.182,51.7h18.523L73.827,25.282,98.954,0Z\" transform=\"translate(-15.706 0)\" fill=\"#FFF\"\/>\n                    <\/g>\n                    <\/svg>\n\n                <\/div>\n                        <div class=\"content-inner\">\n                                    <span class=\"h2\" >Bereit Probleme schneller zu l\u00f6sen?<\/span>\n                                <div class=\"content-inner--bottom  no-image \"  >\n                    <div class=\"copy\"><p>Vereinbare einen Termin f\u00fcr ein Gespr\u00e4ch und erfahre, wie du mit Pulse and Patterns und ServiceNow die Kunden-Probleml\u00f6sung beschleunigst und das Kundenerlebnis verbessern kannst!<\/p>\n<\/div>\n                                            <a class=\"btn-arrows\" href=\"\/contact-us\" target=\"\"><span>MULTIPLY NOW<\/span><\/a>\n                                    <\/div>\n            <\/div>\n        <\/div>\n            <\/div>\n<\/section>","protected":false},"excerpt":{"rendered":"<p>Schnellere Probleml\u00f6sung in einem Arbeitsbereich mit KI-gest\u00fctzten Antworten und proaktiven Updates, die die Kundenbindung st\u00e4rken. <\/p>\n","protected":false},"featured_media":795,"parent":613,"menu_order":0,"template":"","meta":{"_acf_changed":true,"ghostkit_customizer_options":"","ghostkit_custom_css":"","ghostkit_custom_js_head":"","ghostkit_custom_js_foot":"","ghostkit_typography":""},"class_list":["post-863","service","type-service","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Service Management (CSM) - Pulse &amp; 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