Customer Service Management (CSM)
What is CSM and how can I benefit from using it?
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ServiceNow defines Customer Service Management (CSM) as the orchestration of tasks between customers, customer service agents, and other teams to quickly resolve issues and requests. DLA uses case management in CSM to synchronize the Customer Interaction Center (CIC) (L1), Customer Operations (L2) and Supplier Operations (L3) with the end state of improving the customer and agent experience. .
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CSM allows DLA Customer Service Agents (CSAs) to capture interactions, create and manage cases and gather continuous feedback from customers. It is the tool that holds us accountable to our customers as directed in the DLA Strategic Plan.
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The primary goal of the CSM process is to resolve the customers’ issues / requests as quickly and accurately as possible, providing a positive customer experience
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The objectives of the CSM process are to:
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Ensure that standard methods and procedures are used for efficient and prompt case response, analysis, documentation, ongoing management, resolution, and reporting.
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Increase visibility and communication of cases to management and support staff
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Provide as much flexibility in allowing customers to interact with DLA through their choice of channels
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Provide management with the insight into the proper metrics to drive work force management, resource scheduling and case prioritization.
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Shorten case closure time by providing effective processes with the current technologies to provide effective and efficient collaboration.