One View of the Customer
Cases, orders, and account info in one place, so nobody asks the customer to repeat themselves.
ServiceNow Customer Service Management (CSM)
"Did Anyone Call Them Back?" Every Customer Case, Start to Finish.
Customer issues come in by phone, email, and your website. ServiceNow CSM tracks each one from first contact to fixed, with the customer's orders and account info pulled from your ERP.
ServiceNow Partner
Acumatica Gold Certified Partner
Helping Businesses Since 1952
Free 20-Minute Check
Sound Familiar?
Your Customer Called Three Times. Nobody Knew.
One person took the call. Another answered the email. A third promised a credit. None of them could see the others' notes, or the customer's orders in the ERP.
That's the Work Gap in customer service.
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Customer issues split across inboxes and phones
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Order info in the ERP, notes somewhere else
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Credits and returns waiting on someone to approve them
What Changes
What Changes With ServiceNow CSM
Every case has an owner, a history, and a finish line.
The Right Team Gets It
Cases go to the right person based on the issue and the customer.
Customers Can Check In
A customer portal lets them open cases and see status without calling.
Returns and Credits Move
Returns and credits get approved in ServiceNow and land in your ERP.
Where Your ERP Comes In
Cases That Know the Order
Most customer issues are about an order, an invoice, or a product. When ServiceNow is connected to your ERP, your team sees all of it inside the case.
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Customer and order info flows in from Acumatica or Business Central
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The case goes to the right person
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A return or credit gets approved in ServiceNow
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The credit or replacement order lands in your ERP
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The customer gets updates the whole way
The PTP Way
We Close the Gap First. Then We Build.
Here's how it works, start to finish.
1. Find the Gap
We look at one process. Who asks, who says OK, and where it gets stuck. This is the free Work Gap Check.
2. Fit It to You
We set up ServiceNow around your people and your rules. Not a boxed setup.
3. Connect and Launch
We link it to your ERP and your other tools, test it with your team, and turn it on.
4. Stay With You
We train your people and stay close as you add the next fix.
Works With Your ERP
Keep Your ERP. Add What It's Missing.
Run Acumatica or Microsoft Dynamics? Keep it. Nothing gets ripped out. We're a ServiceNow partner and an Acumatica Gold Certified Partner, so one team handles both sides. No finger-pointing between vendors. We've helped businesses run their systems since 1952.
The Free Work Gap Check
Bring Us Your Messiest Process.
In 20 minutes, you'll get four things: where your biggest gap is, what it costs you in hours, a simple sketch of the fix with your ERP in it, and a straight answer on whether ServiceNow is right for you. Even if the answer is no.
FAQ
ServiceNow CSM
Questions
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What is ServiceNow Customer Service Management?
It's the part of ServiceNow that runs customer service: cases, issues, returns, and follow-up, all tracked from first contact to fixed.
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How is CSM different from a CRM?
A CRM helps you win customers. CSM helps you serve them after the sale: cases, issues, returns, and follow-up.
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Can customers check status themselves?
Yes. A customer portal lets them open cases and see where things stand without calling.
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Does ServiceNow CSM work with our ERP?
Yes. We connect it to Acumatica or Business Central so orders, invoices, and account info show up in each case, and credits and returns flow back.
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Who sets it up?
PTP does, start to finish. We're a ServiceNow partner and an Acumatica Gold Certified Partner, so one team handles ServiceNow and your ERP.
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How do we get started?
Book the free Work Gap Check. In 20 minutes we'll find the process that costs you the most and sketch the fix.
Ready When You Are
Stop Losing Customer Issues in the Inbox.
20 minutes. Your messiest process. A clear first fix.