What Is Customer Service Management and Why Your Business Needs It
Introduction
The results are in. Providing superior support is a major driver of a company’s sales and revenue potential. About 70% of a client’s journey is based on how well they’re being treated. If you’re running a growing company, you can’t afford to continue utilizing only manual relations like speaking on the phone or through a chat portal.
With Customer Service Management (CSM), you can invigorate the growth of your company by improving the way your clients interact with you. This can result in higher retention rates and help your brand become a household name in your industry.
So, what is CSM and why exactly is it important for companies to implement? Below, we’ll provide you with all the answers, and highlight a real-world example from the Greenbrier Companies that illustrates the transformative power of prioritizing CSM.
What Is Customer Service Management?
At its core, customer service is the act of taking care of a client’s needs. This could be handling service requests, addressing their concerns, or providing a solution to their issues.
Customer Service Management is the process of handling service requests and inquiries in an automated way. This can be done through various means such as support software, live chat, phone support, or email.
Quality CSM systems will automate most of the manual tasks associated with providing support so that your team can focus on more important tasks.
Highlight from the Field: The Greenbrier Companies’ Journey
In the transportation manufacturing and leasing industry, the Greenbrier Companies, based in Oregon, U.S., faced significant challenges with their legacy service management provider. Under the leadership of Jamie Caldwell, the Customer Experience Supervisor, Greenbrier sought a solution that could offer more responsive service to their needs, notably growing self-service capabilities. Their selection of Vivantio’s CSM platform marked the beginning of a company-wide transformation.
By leveraging Vivantio, Greenbrier could implement prioritized service management, facilitating tasks to different team members within the same ticket and tying in tasks to established workflows. This ability for cross-team collaboration and the robust, easy-to-create reporting capabilities significantly improved their service management processes.
Moreover, Greenbrier’s shift towards client self-service not only met immediate needs but also opened up new possibilities for reducing service volumes and addressing routine issues more efficiently. This case study exemplifies how adopting a dynamic and flexible CSM system can drive internal efficiency and improve client satisfaction.
Why Your Business Needs Customer Service Management
CSM is a critical component of any organization’s growth. Using a platform like Vivantio, as demonstrated by Greenbrier, correlates with running a client-centric organization—one that focuses on the best interest of the client. This includes continuously listening to clients and adapting to their demands instead of chasing profits.
The example of Greenbrier Companies underscores the significance of selecting a CSM solution that aligns with your company’s size, needs, and the specific challenges you face. Their successful implementation and the resultant company-wide adoption trend serve as a powerful testament to the benefits of embracing a comprehensive CSM platform.
Elevate Your Customer Service
Unlock the full potential of customer service management (CSM) with Vivantio’s innovative solutions. Start with a free trial or dive deeper with a live custom demo— Our team of CSM experts are ready to help streamline your operations and enhance customer satisfaction. Get Started!
