Powerful Customer Service Management (CSM) solutions

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Contact

+41 55 254 12 54

CONTACT

+41 55 254 12 54

What is Customer Service Management?

Customer Service Management (CSM) involves managing and improving the relationship between a company and its customers. It involves all activities aimed at understanding customer needs, resolving inquiries and problems quickly, and increasing customer satisfaction. Front, middle, and back offices work closely together to orchestrate tasks between customers, customer service, and other teams within companies. By optimizing services, CSM aims to provide optimal customer care, a positive customer experience, and long-term customer loyalty, all of which have a positive impact on business success.

An important aspect of customer service is customer communication. Customer service must ensure that customers receive fast, friendly, competent, and goal-oriented support – across a variety of channels (phone, email, chat, social media, etc.). In addition to managing customer data, customer service management also involves analyzing customer feedback to identify and eliminate weaknesses in service quality.

Added value

Improve the customer experience

The ideal customer service software uses the context of the customer to resolve problems on a personal level. Consider the customer as a whole, not just as a single support request, to ensure the most unique customer experience possible.

Make it easy for your customers to contact your company with their enquiries through every possible channel.
Avoid long response times by providing a self-service portal and introducing intelligent automated processes.

Customer Experience verbessern Customer Service Management CSM FROX AG

Resolve customer issues more efficiently

Focus on customer services that ensure fast success.

Reduce information silos in your company to get a clear picture of your customers.
Connect employees in real time to share ideas and make quick decisions for customers.
Rely on solutions that give you a transparent overview of customer communication and activities.
Free your employees from standard requests to free up capacities. Use modern technologies such as machine learning and automate classic support requests.

Kundenanliegen effizienter lösen Customer Service Management CSM FROX AG

Continuously improve quality

Smart technologies are a key success factor in digital transformation and have shown to be highly successful in the continuous improvement of customer services and products.

New findings from case processing are automatically stored in the knowledge center.
Customer enquiries are immediately assigned to the right employee.
Bottlenecks in customer service are identified and optimized.
Agents can proactively contact customers before a problem occurs.
Data-driven decisions can be made to trigger improvements.

Qualität kontinuierlich verbessern Customer Service Management CSM FROX AG

Customer Service Management Software by ServiceNow

Customer Service Management (CSM) by ServiceNow offers you more than a CRM and an ordinary Field Service Management tool. Create a seamless customer experience for your customers by proactively resolving problems!

More than a CRM

Modern customer service needs a holistic approach, which a CRM cannot offer. A customer service solution identifies and personalizes the service experience of each individual customer and offers intelligent automated processes across all business units involved.

Field Service Management

The Field Service Management solution from ServiceNow significantly increases customer satisfaction. Resolve customer concerns on the first visit by automatically assigning the right person with the correct documents and relevant information.

Smart technologies

Artificial Intelligence (AI) uses different technologies to perform tasks usually requiring human intelligence. With AI-supported self-service portals, your customers are immediately involved in the solution finding process.

Are you looking for suitable customer service management software?

From a convenient out-of-the-box solution for your customer service management, adapted to your individual business needs, to a customized CSM solution: we will be happy to show you various options and advise you. Contact us now for a completely non-binding consultation.

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Daniel Roth

Senior Account Executive

What our customers say

"The new solution means a quantum leap for us in the transparency and control of our customer service. The quality has improved greatly thanks to the managed workflows. The simplicity of operation also allows new employees start working efficiently with the tool immediately across clients. With FROX, we have a customer-oriented, reliable digitization partner at our side who supports us on our journey of digital transformation with great commitment and expertise. We benefit from the know-how, flexibility and creativity of the FROX team. We look forward to the further collaboration and can highly recommend FROX as a partner to other companies."

View customer project

Danny Reitamo

CCO, Member of the Executive Board - CC Energie SA

"The tool has moved us forward as an organization by allowing us to manage our knowledge in a centralized way. Thanks to ServiceNow, our 200 processes now run through in a more standardized way. Our core "support service" processes are also better structured."

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Lukas Hertig

COO - Unico Data AG

"The implementation of the ServiceNow platform is part of the long-term digitization strategy at the Bell Food Group AG. We are thus creating the foundation for bringing together the various processes, applications, systems and our employees on a uniform platform. FROX supports us competently and ensures that we stay close to the standard of the ServiceNow platform with the implemented solutions. The collaboration is fun!"

View customer project

Sven Friedli

CIO - Bell Food Group AG

CSM features

Go for the right and scalable features - always with the goal to improve your customer service experience from the request to the successful resolution of the issue!

Predictive Intelligence

Accelerate case categorization, prioritization, and assignment through machine learning.

Chatbot

Harness the potential of a chatbot that understands natural language and has access to all information.

Agent Workspace

The command center for your employees should provide a holistic central view and allow interactive work.

Digital Workflows

Resolve customer issues faster by connecting all departments with end-to-end automated workflows.

Omni-Channel

Support your customers where they are: Integrate different means of communication such as telephone, web, chat, social.

Customer Self-Service

An easy-to-use and efficient knowledge management solution provides more knowledge for better services.

Knowledge Management

Provide knowledge and information effectively within the organization.

Platforms

We work with leading platforms in the areas of service management and process digitization and automation to overcome your challenges and increase efficiency and productivity in your company.

Wie KI Firmen hilft, den Kundenservice zu optimieren und die Arbeit im Kundendienst vereinfacht

E-Book: "5 ways to strengthen the Customer Experience with AI"

Artificial intelligence (AI) has sparked a veritable revolution in the field of Customer Service Management. It offers companies and their customers entirely new ways to interact and provide support services. From virtual assistants and intelligent chatbots to data-based analytics, Artificial Intelligence allows companies to improve their customer service quality, increase efficiency and at the same time improve customer satisfaction by anticipating and resolving customer concerns faster (predictive maintenance). The ever-growing potential of artificial intelligence promises to revolutionize the future of customer service and is becoming a critical success factor for companies.
The e-book “5 ways to strengthen the Customer Experience with AI” highlights the potential and possibilities of using artificial intelligence in customer service and its impact on the customer experience.

Learn more

Why solid customer service management software is valuable to your business

In a competitive market, the role of your customer service is crucial. To stand out from the competition, it is important to establish an honest, proactive, and solution-oriented customer service. These reasons speak for a modern customer service management:

Customer loyalty is cheaper than customer acquisition

An increase in customer loyalty of only 5% can already increase profits by up to 25% (1) because regular customers spend up to 67% more on a brand (2), thus reducing marketing costs. Excellent customer service reduces the cost of customer acquisition by

turning existing customers into regular customers,
reducing the migration rate, and
turning customers into brand ambassadors who, in turn, generate new customers.

Satisfied employees provide a better service to customers

Employees who feel respected and appreciated and have the right tools and processes to work productively are far more motivated. Studies show that 87% of employees who are happy at work are willing to do much more for their employer. (1)

Create a respectful and customer-oriented culture in your company.
Free your customer service employees from repetitive and manual processes.
Dispense with information silos and isolated solutions.

Satisfied customers remain loyal and buy more

When customers have a positive experience with a brand, they remain loyal for longer. They simply have no reason to look at the competition. In addition, 50% of customers buy more after a positive experience with a brand. (1) If customer service is good, about 86% of customers are willing to spend up to 25% more for a service or product. (2) Inspire your customers by

using intelligent and automated processes to resolve customer issues faster,
using self-service portals so that customers can resolve simple issues themselves, and
with highly personalized communication and smart solutions, convince your customers in the long term.

Customer service can provide valuable information about customers

Your customer service agents are on the front line and in constant contact with customers. They receive a great deal of valuable information. Use this data; it can provide important insights for product development, marketing, or other areas.

Ensure that your customer service employees have a 360-degree view of your customers.
Avoid data silos and seamlessly integrate customer data into the automated processes.
Establish an internal knowledge platform to deliver customer insights across different teams.

Customer service is your brand ambassador

The level of service your employees provide is crucial – particularly when considering that 60% of customers will not buy the same brand again if they have had a negative service experience. (1)

Always keep one step ahead of the competition.
Remember: Every negative customer experience means a free new customer for your competitors.

Frequently asked questions:

What is Customer Service Management?

Customer Service Management describes the process of managing customer interactions (including complaints or feedback) in an organisation, as well as planning, organising and implementing action to efficiently address customer concerns. Using modern, intelligent technology, Customer Service Management aims to provide efficient, high-quality and resource-efficient customer care.

What are the advantages of Customer Service Management?

• Customer loyalty and satisfaction through fast and effective support and resolution of customer concerns (problems).
• Improved efficiency and productivity through simplified, interconnected management and coordination of customer requests e.g. with the help of AI tools
• Resource optimisation through the automation and centralisation of processes and data in customer service
• Easy access to relevant and always up-to-date information simplifies the work of customer service employees
• Improved insight into customer needs and common problems to prevent future issues and improve products and services
• Increase revenue and competitive advantage for the medium and long term

What is the foundation of an effective customer service management?

Clear strategies and communication, efficient resources and tools for customer service employees, and proper training are the foundation of modern successful customer service management.

Which type of organisation would benefit from the use of a customer service management software?

The use of a customer service management software is worthwhile for a broad group of organisations of various sizes and industries, in particular for:

• Companies with a large number of customer encounters and interactions,
• Companies that have an international clientele, e.g. in different time zones.
• Companies that provide complex products and services
• Companies with high quality standards for their own customer service
• Companies that want to better understand their customers and leverage customer experiences and feedback to optimise their products and services.
• Fast-growing companies that seek to rapidly expand their customer base

Blogs, news, e-books, and events

Find interesting news about CSM in the FROX Newsroom.

How To Enhance Customer Experience With Artificial Intelligence (AI)

e-books, News

Customer Service Management (CSM)

What is Customer Service Management?