Workflows · Customer Workflows
Customer service that closes the loop.
A customer does not care which department owns the issue. They care that it gets resolved. RIZ-ON uses ServiceNow to connect the front office with middle and back office, so a case moves to the people who can resolve it and the customer can see it happen.
The challenge
What slows work down
The front office can't fix things
Agents log cases, then wait on teams they cannot see into.
Channels without continuity
Portal, email, chat and phone each tell a different story.
No view of the root cause
The same issue comes back because nobody connects cases to products and services.
What we deliver
Customer Workflows
Customer Service Management
Case, request and order workflows that reach the teams who resolve them.
Explore CSMDigital Service Channels & Self-Service
Portals, virtual agents and knowledge that answer the common questions before they become cases.
Explore CSMAgent Productivity
Workspaces, playbooks and Now Assist summaries that give agents context in one place.
Service Intelligence
Dashboards and analytics that connect customer issues to products, assets and root causes.
CRM
ServiceNow CRM capabilities connecting sales, orders and service on one platform.
Explore CSM
Our approach
From ambition to action.
- 01
Understand
Business priorities, processes, architecture and current platform maturity.
- 02
Design
Target operating model, workflows, data architecture and user experience.
- 03
Build
Configure, integrate and develop the ServiceNow environment.
- 04
Activate
Deploy, migrate, train, adopt and measure.
- 05
Evolve
Optimise continuously through automation, analytics and AI.
Business outcomes
What changes for you
- Higher first-contact resolution
- More self-service
- Shorter case cycle times
- A consistent customer story across channels
Customer stories
Proof, not promises
- Customer service transformation
From IT service management to true customer service management
One case model and a clear view of customers, subscribed services and consumed services, giving every team smoother follow-up in a modern workspace.
CSM · ITSMRead the story - AI on the service desk
Now Assist brings speed and consistency to every ticket
Faster ticket triage, richer documentation and a harmonised resolution process, which together shorten waiting time for end customers.
AI · ITSMRead the story
Services
How we engage
What should move next?
Tell us what you’re trying to change. We’ll help you determine the next move.