Customer Service Management

We go beyond to provide your employees and customers extraordinary customer service experiences using intelligent automation and routing capabilities, a model to visualize customer accounts and services, and analytics to proactively understand impact, all while improving overall customer satisfaction and reducing case volume and costs.

Meaningful CSM Experiences

An integrated support team and digital workflows can help you fix issues fast, bolster service operations, and engage customers.

Find Your Path With NewRocket CSM Solutions

Engage customers across multi-channels and deliver proactive customer service, while reduce service costs. Monitor recurring patterns to streamline operational process. Bolster cross-team collaboration by automating service processes that boost agent productivity with guided resolution and detailed customer data. Route work to the best agent based on skills, availability, and workload, and track contracts and entitlements

  • Case Management
  • Case Escalation
  • Intelligent Routing
  • Omni Channel (email, portal, phone, Virtual Agent)
  • Predictive Intelligence
  • Relationship with ITSM, CMDB, ITBM
  • Advanced Work Assignment
  • Guided Decisions
  • Performance Analytics
  • CSM Portal
  • Internal & External Knowledge Bases
  • Communities
  • Field Service Management
  • Account/Contact model
  • Contract/Entitlement model
  • CSDM (Service Portfolio, Service Offering, etc.)
  • Entitlement driven SLAs
Want to Learn More? Talk to an Expert
Contact Us