Acorio's Customer Service
Management Practice

Imagine Your Customer Service Being Supported by Your Entire Organization...

As Service Management strategies sweep through organizations, Customer Service Management has the opportunity to be fully supported by other pillars of the business, giving agents the power to be catalysts for major productivity and brand loyalty.

But today’s digital business imperative means it’s not enough to solve customer problems- leading companies and executives are eying proactive responses, aided by ServiceNow’s advanced analytic and predictive capabilities and robust workflows. Highly embedded in each industry’s unique ways to serve customers, Acorio’s CSM practice has expertise in your industry to keep your business moving forward.

How We Help Clients

With ServiceNow’s Customer Service Management, we enable clients to streamline their Customer Service and break down silos that make Customer Service such a hassle. By combining deep platform knowledge with industry-specific experience, we partner with organizations to ensure their unique Customer Service environment is responsive and effortless.

Efficient, Connected, Automated

CSAT Improvement

From self-service portal and tools to Knowledge and omni-channel engagement, everything about ServiceNow CSM is designed to be effortless.


New products and services can easily be configured for new customers, reducing the administrative burden on the organization.

ESAT Improvement

When your Agents have more tools at their hands to resolve customer issues faster they can spend more time on higher value work.

Coast-to-Coast Merger Gives Way to Redefined Systems and a Leading CSM Solution

This merger forced the newly united organization to form new processes and decide how they could work together, ultimately to create a unified solution targeted at delivering outcomes and top-notch service for their growing, joint customer base.

Read the Case Study

We’re also seeing a lot of opportunities for Financial Institutions to expand their use of ServiceNow’s CSM to build stronger relationships with their users, instilling trust and improving the overall customer experience. This includes everything from empowering agents and financial advisors to make the right decision and act faster by digitizing customer information to customer-facing mobile banking applications and portals.

Acorio’s 2020 ServiceNow Insight and Vision Report

Customer Service Management Product Spotlight: Field Service Management in Retail

Field Service Management is part of the ServiceNow CSM product family and is used to manage the delivery of on-site services or issues resolution. With FSM, organizations can provide distributed services onsite in a multi-location model (retail stores), or to entities using their products on-premise. The agents or field services technicians can leverage the mobile applications for managing, planning, and executing their work. The mobile application works with geo-location information for better managing the route or order of work in a day, and also works offline where internet services are not available.

Are you ready to elevate your customer experience from request to resolution?

Talk to an Expert