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Customer Service & Field Service Management with ServiceNow®

As the go-to ServiceNow partner for CSM & FSM, we offer unparalleled expertise delivering customer success using ServiceNow

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Trusted by ServiceNow customers worldwide
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Explore our ServiceNow Solutions for Customer Service

Enhance your Customer and Agent Experience with ServiceNow and Solugenix

CUSTOMER SERVICE MANAGEMENT

Easily scale to customer demand with ServiceNow Customer Service Management. Connect customers with the right team members to resolve issues with ease and precision.

FIELD SERVICE MANAGEMENT

Change the way your customers define satisfaction by offering effective Field Service Management solutions.

CONNECTED OPERATIONS

Take your IoT data and connect it with actual business context and relevant workflows.

FINANCIAL SERVICES OPS

Offer your teams the ability to use efficient and effective financial services operations technology. Enhance the customer experience while increasing employee satisfaction.

TELECOM SERVICE MANAGEMENT

Unify telecom ops — from infrastructure technologies to the end user — with ServiceNow and provide the ultimate customer experience. 

CUSTOMER SERVICE MANAGEMENT

Modernize and Elevate User Experience

Use the power of the ServiceNow platform to provide your support teams with the best customer service tools available.

How it Helps

Customer Engagement: Make it easy for customers to engage by providing effortless customer service across any channel, at any time.

Assign Tasks: Assign tasks across the entire enterprise by connecting customer service with engineering, field service, finance and other teams. Robust agent workspace with access to important and relevant information.

Monitor Issues and Create Cases Automatically: Proactively monitor customers’ products and services and immediately take action on potential issues and outages, while leveraging targeted communications to keep customers informed.

Prevent the Need for Future Calls: Fix underlying issues to eliminate calls, drive knowledge-base content changes, notify customers of issues, and act on trends in performance analytics. Use Voice of the Customer feedback with surveys and analytics to drive performance improvement.

Reduce Case Volume with Self-Service: Encourage customers to help themselves with a self-service catalog, communities, knowledge base and portal. Provide omni-channel engagement for customers and automated chat bots.

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FIELD SERVICE MANAGEMENT

Manage Tasks Done On-Location

Streamline task workflows and help your field service teams proactively address and resolve issues. Connect teams, processes, and systems to find the root cause of issues and quickly resolve them.

How it Helps

Initiate Work: Create work orders from case, project tasks, maintenance plans, or in real time while monitoring device or service disruptions.

Source Parts: Track parts available in your inventory or transfer parts from any available location.

Schedule and Dispatch: Assign the work to your agents based on their schedule and track agent and task information using the dispatch map.

Get the Work Done: Navigate to task site, communicate with customers, get help using knowledge, complete the work and get customer sign-off.

Monitor Operations in Real Time: Analyze data and track progress of field service operations against set goals using performance measurements.

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CONNECTED OPERATIONS

Connectivity That Gets Results

Realize the full ROI from your investment in Internet of Things (IoT) devices and data collection with Connected Operations. ServiceNow turns IoT data into actionable information you can use as automation triggers and for proactive decision-making. 

How it Helps

Gain Visibility with IoT Data: Connect IoT data to digital workflows. Onboard and manage critical infrastructure by using the IoT Bridge to integrate IoT device data streams. The IoT Bridge provides connectivity via common IoT protocols, MQTT and HTTP, and can scale to support many devices.

Rules Define Issues: Set IoT Rules in the Configuration Management Database (CMDB) to meet your specific business requirements. The CMDB lets you quickly and easily define potential issues for different scenarios.

Notification Alerts: Rules may trigger an Operations Incident. Users are alerted in near real time about potential issues with IoT devices.

Resolve Issues: Investigate and resolve issues all in one workspace.

Take Action: Seamlessly ties into CSM and FSM. Proactively update customers about the incident and create a work order for your field service technicians.

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FINANCIAL SERVICE OPS

Plan For Financial Success 

Bring your financial data and workforce together with ServiceNow. Exclusive financial services tools help every decision-maker achieve success.

How it Helps

Data Model: Data model pulls in only the customer data needed to make the applications work. Enables financial institutions to create flexible data structures that meet their business needs.

Payment Operations: Create and manage cases and tasks for payment requests, including payment inquiries and investigations.

Card Operations: Create and manage cases and tasks for credit card requests, including new cards, increasing or decreasing credit limits, and blocking or unblocking cards.

Loan Operations: Manage service requests and system-generated exceptions for all types of loans for consumers and business customers.

Analytics and Reporting: Front, middle, and back office working together on one platform. Repetitive tasks are automated and employees gain insight with analytics and reports.

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TELECOM SERVICE MANAGEMENT

Clearer Communication Across Networks

ServiceNow offers essential telecom service management for companies who want to ensure that their network infrastructures are optimally used and managed appropriately.

How it Helps

eBonding Integration: ServiceNow instance integration with customers enables synchronous receipt and fulfillment for service requests. Create and publish catalogs of services for customer access.

Assurance Workflows: Five unique workflows enhance the Incident Management application for network-initiated events. Synchronizes incident items to related tasks.

Proactive Care: Quickly restore normal service operation when network-initiated incidents occur and proactively identify and notify impacted customers.

Event Management: Gathers alerts and uses IT-related information to map alerts to configuration items. Dashboards show a consolidated view of all service-impact events.

Operational Intelligence: Proactively analyzes IT infrastructure to spot issues and prevent service outages. Advanced machine learning analyzes information, determines dynamic thresholds and identifies anomalies.

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Our Proven Digital Transformation Framework

To ensure a quicker time-to-value, our model uses a progressive step-up approach

1

Establish

The first phase of implementation is to incrementally build out your core functional solution, using best practices as a starting point. This ensures we nail your immediate objectives, while establishing a foundation to build on.

2

Mature

With your core systems in place, the next step is to increase platform utilization and integrate critical systems to drive user adoption, boost ROI, and begin connecting everything to improve efficiency and analytics.

3

Transform

In the final phase, your Digital Transformation is taken enterprise-wide, seamlessly connecting systems and apps to maximize ROI and enable continuous process optimization.

Industries We Serve

Information Technology

Optimize digital transformation with ServiceNow to enhance user experience and redefine they way you support mission-critical workflows.

Financial Services

Working with financial organizations around the world, ServiceNow provides best-in-class solutions the drive innovation in the finance industry.

Manufacturing

With the power of integrated solutions and services, ServiceNow helps complex manufacturing and supply chains remain agile and able to grow with demand.

Franchise & Retail

Create clear communications and drive innovation in franchise and retail. From POS to vendor management, utilize the power of ServiceNowTM to lower costs and unify teams.

Healthcare & Devices

Ensure client satisfaction, along with device support, by working with Solugenix's expert healthcare and medical device teams to leverage the power of ServiceNowTM.

Telecommunications

Connect your telecom operations and work with ServiceNow customized solutions to enhance your network and customer experience.

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Elite ServiceNow Partnership

Our team has been recognized as holding Elite Partnership status, thanks to our countless certifications and experience with the platform.

How We're Different

Solugenix is a trusted ServiceNow partner that has a history of providing excellent support and innovative services to ServiceNow customers.

We Are Expert Project Managers

We aren't just a technology company, we're process nerds. Our company-wide focus on project management ensures you feel supported and satisfied.

Unique Customer Service Expertise

While we can deliver solutions across the ServiceNow platform, our experience with their Customer Service Management product is unrivaled. 

Precision When It Matters

Our entire methodology is based on delivering the right solution the first time, which is particularly important for our clients in regulated industries, such as finance and healthcare.  

Both Flexible & Predictable

Some of our partners need predictable costs, while others require a more flexible engagement model based on evolving priorities. Either way, we can deliver the cost efficiencies and agility you need.

Top 1% in Customer Satisfaction

We consistently average a 94-98% CSAT score, ranking us in the top 1% of ServiceNow Partners

CSAT Scores
“I have had the pleasure of working with the Solugenix team for the past year and I can firmly say that this is the best development team that I have had in all my 20 years of managing projects and programs. Words cannot express how much I recommend this team. Thank you all for being such great team members. If I had to rate you on a 1-5 scale, you would get a 5++!”

Program Manager, Retail Tech Manufacturer

“You really set the gold standard for me in terms of being a flexible and engaged business partner. It's been an honor and a pleasure working with you.”

Vice President, Retail Systems Management

“Solugenix has been very responsive. The consistency of your team and the stability of the team makes our job easier, because your team understands the job, but they also understand our company.”

Controller, DoALL

Why Choose Solugenix?

Deeper Platform Expertise
Faster
Return on Investment
Top 1% Satisfaction Scores

Solugenix has a history of success — consistently ranking in the top-1% of ServiceNow partners for customer satisfaction (CSAT). Customers who engage with Solugenix, for any product or service, become customers for life.

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Cosmos Multiple Choice Assessment

Does your customer service stand up to the competition?

Our unique Maturity Model provides a framework through which to assess your organization’s Customer Service capabilities. After an in-depth analysis, we'll let you know how your organization stacks up to the competition and provide actionable insights you can use to deliver elite customer service.

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