ServiceNow
One thread per customer,
across every channel.
Unify every customer channel into a single ServiceNow platform. AI handles routine conversations. Agents handle what matters.
The work, specifically.
Customer Service Management
Unified omnichannel CSM. AI triage handles routine cases. Agents get full context before they say hello.
Customer Retention
Health scores computed daily from product usage and support patterns. Proactive CSM outreach triggers when engagement drops.
Sales Force Automation
Lead scoring, opportunity routing, AI-assisted proposals. Pipeline visibility from first touch to close.
Field Service Excellence
Automated dispatch, mobile technician app, real-time customer tracking. Right tech, right parts, first visit.
Conversational AI
Virtual agents handling routine conversations across chat, SMS, and voice. Escalates to human with full context.
Agent Experience
Single-screen unified desktop. AI suggests next actions. Knowledge articles surface automatically based on case context.
Four phases. Working configuration in every one.
We don’t publish a week count — the honest answer depends on your instance, your data, and how many systems are in scope. You get a specific timeline in the written plan after scoping.
Map the journey
- Full channel audit & contact driver analysis
- Customer journey mapping with drop-off points
Unify the data
- Single customer record across all channels
- AI model training on historical interactions
- Self-service portal & virtual agent deployment
Automate the routine
- AI triage & auto-resolution workflows
- Agent desktop with unified context view
- Proactive outreach triggers configured
Measure & optimise
- CSAT, handle time, resolution rate dashboards
- Monthly KPI reviews & tuning
- 90-day hypercare with outcome validation
The people who scope it are the people who build it.
We don't scope with seniors and staff with juniors. If the team would change between the proposal and the work, we tell you who and why during scoping.
Everything is documented as it is built, so your team can run it afterwards — and so can any other partner you choose later.
The team holds ServiceNow certifications from CSA and CAD through CIS product specialisations to CTA and architect level. We will tell you who is certified in what, by name, during scoping — the full list is on our trust page.
How we engageWeek 4: first channels go live. By go-live, all channels feed a single customer record with full interaction history.
Ready to scope it?
Tell us where you are today. You get back a written approach, a sequence, the names doing the work, and an estimate — inside two working days.