Many leaders face challenges such as fragmented processes, low customer satisfaction, and difficulty scaling support. These issues can directly impact your brand's loyalty and reputation. 4MATT, we understand that efficient service goes beyond solving problems — it’s about providing memorable experiences. That’s why we offer solutions Customer Service Management (CSM) what integrate processes, automate tasks and increase customer satisfactionyou.
CSM is an approach that connects teams, systems, and workflows to deliver efficient, proactive customer service. Unlike traditional CRMs, which focus on data collection, CSM enables theautomate requests through service catalogs, iintegrate departments for rapid problem resolution,offer intelligent self-service to customersuse artificial intelligence to anticipate needs
With CSM, your company provides a seamless customer journey, from first contact to final resolution.
The customer service and support market will reach $37.6 billion in 2023, growing at a CAGR of 12.41% year-over-year, driven by automation and artificial intelligence. Additionally, ServiceNow has been named a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center, highlighting its ability to execute and comprehensiveness of vision.
Our CSM implementation methodology is structured in stages to ensure success:
With 4MATT, the transition to CSM is smooth, efficient and results-focused.
THE 4MATT stands out as a strategic partner in digital transformation due to its extensive experience in highly complex and impactful projects. With a consolidated track record, we have achieved important recognitions, such as the title of Premier Partner of ServiceNow and the award for Best Partner of the ITx BU in Latin America in 2024. Our team is made up of certified professionals specialized in ServiceNow, prepared to deliver tailor-made solutions with technical excellence. Choosing 4MATT is investing in innovation, quality and real commitment to the success of your customer service.
Success Story: Elevating Customer Experience with ServiceNow
One of the country's leading banks sought to modernize its customer service in the face of challenges such as high demand, manual processes and low visibility of requests. In partnership with 4MATT and ServiceNow, the institution implemented a complete Customer Service Management (CSM) solution. The result was automation of 85% of recurring services, reduction of 70% in the average resolution time and the integration of more than 15 systems in a single unified portal. The customer experience has been significantly improved, with increased satisfaction and significant gains in agility and operational efficiency.
CSM is the management of customer service in a connected, intelligent and efficient way. The solution from ServiceNow allows you to unify channels, automate processes and resolve demands more quickly. With CSM, the focus is not just on meeting needs, but anticipating them and offering consistent experiences. According to ServiceNow, companies that adopt CSM reduce the average resolution time by up to 30%.
Our company delivers the version Basic of the CSM with agility, focus on value and best practices ServiceNow. We structure essential customer service processes, channel integration and management panels that allow for greater control and efficiency. Our model accelerates platform adoption and delivers visible results in less time, with all the governance necessary to evolve in the future.
Challenges include a lack of integration between channels, scattered information, low visibility into customer service, and manual processes. This directly impacts customer experience and team productivity. Without a unified platform, customer service becomes reactive and inefficient. CSM solves these issues with automation, traceability, and operational intelligence.
With CSM, your company gains operational efficiency, reduces response time, improves customer experience and increases visibility into demands. Automation and data centralization enable faster and more intelligent service. In addition, the solution facilitates scalability and continuous improvement of the service process.
