Customer Service Management

Your customers deserve an exceptional experience, and more

With Moch.IT, it’s easy to deliver upcoming-generation customer service that’s connected to the rest of your business, provides a seamless experience for your customers, and empowers your agents to work smarter, better and faster.

There is no parallel to customer delight

Enabling customer-centric processess where they matter most
Combining Operations

Streamline issue routing by surfacing cases to the most relevant employee based on dynamic rules.

Proactive Manage Your Customer Needs

Monitors and alerts you of potential problems with customers' products. Using historical data, we analyze issues across teams.

Common Inquiries Are Automatically Addressed

The self-service tools are designed to handle common customer questions without the involvement of an agent.

Enabling data-driven decisions

Customer Service teams face challenges every day. It’s a constant struggle to create new service channels, improve digitalization, and reduce case volumes, all while keeping customers happy. Moch.IT makes it faster and easier for your team to tackle the toughest problems around responsiveness, agent efficiency, and satisfaction rates. With years of experience in both business analysis and IT service management, we’ll transform your customer service with ServiceNow’s CSM solution.

CSM Integrations
Integrate with a partner and third-party applications

With the help of ServiceNow, Customer Service Management can easily be integrated with a partner and third-party applications; these may include telephony platforms and CTI software. Some of these are listed below.


Integrates ServiceNow and Adobe Experience Platform to provide detailed customer profiles.

Bucher + Suter AG

By integrating ServiceNow and Cisco Contact Centre with Moch.IT, organizations can get the most from the two platforms.


With ServiceNow, organizations can safeguard their cloud contact centers at their fingertips.

Locus DispatchIQ

Optimizes field service routes and schedules by integrating ServiceNow and Locus DispatchIQ.

Nice inContact

It enhances the agents' performance and encourages them to make more informed decisions with contact center controls integrated into ServiceNow.


Businesses can automate case creation, and engage with customers on social and messaging channels in ServiceNow


Omni-channel experience can be created to the fullest by coming to the ServiceNow platform with 3CLogic.

AMC Technology

Enhances customer experience on Davinci Platform with ServiceNow's chat, voice, and text capabilities.


AR remote services enhance customer, field staff, and employee experiences for service management teams.


Embrace CSM for Sustainable Operations

Operations related to customer services are drastically changing. Therefore, experts say that the only sustainable way for companies to respond to these changes in the industry is by embracing the CSM module. Embracing CSM lures benefits for the company in the following manner.


CSM is a highly scalable and cost-effective solution, taking support from automation and artificial intelligence

Frameworks & Templates

CSM ensures businesses have tailored frameworks and templates for creating vigorous self-service options.

Increasing Demand

Customers are no longer willing to put up with poor customer service, hence opportunities for filling the gap.

Featured Questions

Frequently Ask Qustions.

Implementing a complete CSM solution can take several months, but early value can be achieved in as little as a couple of weeks. MochIT will work with your teams to define and measure success criteria throughout the implementation lifecycle to demonstrate increased value at every stage.

At MochIT, we have a highly experienced team of consultants that have vast experience across the CSM spectrum and working with industry leading tools. Our clients reference us as transformational partners rather than a consultancy because we are defined by the way we impact our clients’ businesses – and they are more than willing to share their experiences.

Wherever you are on your ServiceNow journey, MochIT has a solution to support your workload and business needs. From CaaS days to managed services, we have teams in place to ensure you stay on track for successful delivery and maximize the return on your investment.

ServiceNow CSM meets customer expectations where and how they want to interact with your company. Customers can reach out through web, phone, chatbot (Virtual Agent), email, or social media and your agents will have a full history of customer activity at their fingertips.

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