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) que integram processos, automatizam tarefas e elevam a satisfação do cliente.
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 automatizar solicitações através de catálogos de serviços, integrar departamentos to resolução rápida de problemas, oferecer autoatendimento inteligente para os clientes e utilizar artificial intelligence to antecipar necessidades.
With CSM, your company provides a seamless customer journey, from first contact to final resolution.
O mercado de Customer Service e Suporte alcançou US$ 37,6 bilhões em 2023, com um crescimento anual de 12,4%, impulsionado pela automação e inteligência artificial. Além disso, a ServiceNow foi nomeada Líder no Gartner Magic Quadrant de 2024 para CRM Customer Engagement Center, destacando-se pela capacidade de execução e visão abrangente.
Análise dos processos atuais de atendimento.
Definição de metas e KPIs alinhados ao negócio.
Personalização da plataforma ServiceNow conforme as necessidades.
Conexão com sistemas existentes (ERP, CRM, etc.).
Capacitação das equipes para uso eficiente da solução.
Implementação e acompanhamento dos resultados.
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 soluções sob medida com excelência técnica. Escolher a 4MATT é investir em inovação, qualidade e compromisso real com o sucesso do seu atendimento ao cliente.
Elevando a experiência do cliente com 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 automação de 85% dos atendimentos recorrentes, redução de 70% no tempo médio de resolução e a integração de mais de 15 sistemas em um único portal unificado. A experiência do cliente foi significativamente aprimorada, com 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.
