Customer story · Customer service transformation
From IT service management to true customer service management
Challenge
What needed to change?
External customer requests were handled in the same environment as internal IT support. The organisation wanted a dedicated customer service model, with a clear view of who each customer is, which services they subscribe to and which requests are in progress.
Transformation
How RIZ-ON helped
We separated external and internal service journeys on a single platform: customer service on ServiceNow CSM, internal support on ITSM. Both audiences moved to a modern workspace experience, built on one case model that covers service interruptions as well as new requests.
- CSM
- ITSM
- Workspaces
- Case management
- Integrations
Impact
One case model and a clear view of customers, subscribed services and consumed services, giving every team smoother follow-up in a modern workspace.
ServiceNow modules
Where it comes to life
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