Owning Customer Service Outcomes: 20% Faster Case Resolution With Servicenow CSM Transformation

Our Client

The client is a global multi‑industry leader with more than a century of innovation in automation, aerospace, and advanced technologies. The organization serves customers across aerospace, buildings, industrial manufacturing, energy, and sustainability sectors through mission-critical products and digital solutions. With approximately $37 billion in annual revenue, the company operates worldwide and supports complex service operations across multiple industries and product lines.

Market Pressures and the need for Modernization

Customer service organizations are rapidly modernizing operations to meet rising expectations for faster, personalized support. Enterprises are consolidating fragmented service tools into unified digital platforms that support omnichannel engagement, automated workflows, and AI-assisted triage.

As service ecosystems grow more complex, organizations are also investing in integrated data models, analytics, and automation to improve visibility, reduce operational friction, and scale support globally. These shifts are accelerating the adoption of platforms such as ServiceNow that unify customer service, order management, and workflow orchestration.

The client faced similar pressures as its service operations relied on fragmented systems and manual processes spread across Salesforce, SharePoint, ServiceNow, and external integrations. This environment limited scalability, reduced visibility into service operations, and increased operational overhead.

To support growing service demand and improve both customer and agent experiences, the organization required a modern, integrated platform capable of automating case management, unifying workflows, and enabling secure, scalable service delivery across global operations.

Key Challenges

• Fragmented service platforms : Customer service workflows spanned Salesforce, SharePoint portals, ServiceNow, and external systems, creating operational silos and inconsistent processes.
• Legacy Salesforce complexity : A heavily customized Salesforce implementation increased maintenance costs and slowed change delivery across service operations.
• Limited customer self-service : Customers lacked a unified digital portal for case submission, order tracking, and knowledge access, increasing inbound service volume.
• Manual case intake and routing : Email and CXOne-based case creation required manual data gathering, slowing response times and increasing agent workload.
• Disjointed data and integrations : Customer and asset information was distributed across multiple platforms, reducing data accuracy and operational visibility.
• Agent productivity constraints : Agents navigated multiple systems and interfaces, creating cognitive load and slowing case handling.
• Security and governance gaps : The environment lacked standardized integration patterns and secure access management for external clients and partners.
• Scalability limitations : Existing systems struggled to support increasing case volumes, expanding services, and growing digital service demand.

LTM’s Solution

LTM implemented a modern ServiceNow CSM and MCO platform to transform case and order management operations for the client.

• The solution consolidated fragmented service workflows into a unified, enterprise-grade platform that improved efficiency, governance, and service visibility.
• ServiceNow Customer Service Management (CSM) was established as the system of record for all customer interactions, while Field Service Management capabilities supported downstream fulfillment processes.
• Unified CSM and FSM Agent Workspaces provided a modern user interface where agents could manage cases, orders, knowledge articles, and tasks from a single environment.
• Automation played a central role in the transformation. LTM implemented automated inbound email case creation for more than 80 accounts, eliminating manual triage and reducing intake delays.
• CXOne integration enabled automated case creation with pre-populated contextual data, accelerating case intake and improving accuracy.
• A modern customer self-service portal replaced legacy SharePoint portals used for high-touch service cases. Customers could submit cases, track orders, access knowledge, and receive automated notifications.
• The solution also integrated ServiceNow with the client’s enterprise ecosystem using secure API-driven architecture. Integration with FWS synchronized accounts, contacts, assets, and catalog data to maintain consistency across systems.
• Security and governance were strengthened through LDAP-based Single Sign-On (SSO), automated user provisioning, and role-based access control aligned with enterprise policies.
• Real-time dashboards, SLA monitoring, and advanced reporting provided leadership with actionable insights into service performance and operational trends.

Solution Capabilities

The ServiceNow platform introduced several capabilities that modernized customer service operations:

• Standardized case management with automated routing and entitlement-based SLAs
• Integrated case and order lifecycle management through ServiceNow MCO
• Unified agent workspaces for case handling, knowledge access, and task management
• Customer self-service portal for case submission, order tracking, and knowledge access
• API-driven integrations with enterprise systems including FWS and CXOne
• Knowledge-Centered Support (KCS) for structured knowledge creation and reuse
• Real-time dashboards and analytics for service monitoring and governance
• Secure access management through LDAP-based Single Sign-On
• Workflow automation across routing, validation, notifications, and fulfillment
• CSDM-aligned data architecture supporting scalability and standardization

Business benefits

Our implementation of the modern ServiceNow CSM + MCO–enabled platform delivered significant and measurable improvements across operational efficiency, customer experience, and enterprise governance.

• 20% faster case resolution through automation and self‑service : Automated workflows, structured case lifecycle management, and a modern self-service CSM portal reduced resolution time by 20%. Knowledge-driven deflection also lowered follow-ups by 15%.
• 25% reduction in agent‑handled ticket volume through automated intake : Automated inbound email case creation for 80+ accounts and workflow-driven routing reduced manual triage, improved SLA adherence, and freed capacity for complex interactions.
• Enhanced customer experience through transparent service interactions : Web self-service, automated status notifications, and improved case visibility reduced manual communication and strengthened customer satisfaction.
• 15% increase in agent productivity with modern workspaces : Modern CSM/FSM Workspaces, contextual Knowledge‑Centered Support (KCS), and optimized UI design reduced handling time by 15%, enabling agents to resolve cases faster using consolidated, relevant data.
• Platform consolidation eliminating service silos : Legacy SharePoint portals and fragmented service workflows were consolidated into a unified ServiceNow platform.
• Improved security & access control with SSO : LDAP‑based single sign‑on (SSO) streamlined onboarding and aligned access governance across global support teams, reducing administrative overhead and strengthening compliance.
• Advanced CXOne‑driven case automation : Integration with CXOne centralized multi‑source data and pre‑populated contextual case details, reducing intake time by 25–30% while lowering errors.
• Real‑time data accuracy through FWS synchronization : Automated synchronization with FWS improved accuracy for accounts, catalogs, and asset data, reducing mismatches, rework, and reconciliation tasks across service teams.
• Actionable insights for continuous improvement : Custom dashboards, SLA metrics, and reporting capabilities empowered leadership to make data‑driven decisions and proactively address bottlenecks, capacity constraints, and service trends.

Conclusion

By modernizing customer service operations with ServiceNow CSM and MCO, the client replaced fragmented systems with a unified, secure, and scalable platform.

Automated case intake, integrated workflows, and self-service capabilities improved both customer and agent experiences while strengthening governance and operational visibility.

The new platform now supports enterprise-scale service operations and provides a foundation for future automation, analytics, and intelligent service innovation.

Solutions by LTM are built to Outcreate the ordinary.

To learn how we modernize customer service platforms and automate service operations at scale, contact us.