IT Service Management
Customer and Field Service Management
Achieving an integrated customer service model
IT can be the trusted advisor within their organizations to lead digital transformation and help fulfill their business’ potential. This starts by applying the principles of Customer Service and Field Management across industries to improve performance, repeatability, and auditability. Customer Service Management (CSM) and it’s specialized applications including Health Care (HCLS), Retail (RSM) can enable:
- Standardized service delivery across the distributed organization
- Improved service delivery outside of IT
- Improved end user experience
- Field driven prioritization and escalations distinct from ITSM
- Location-based experiences in retail stores or clinician sites
- Increased organizational responsiveness
- Extended data models to support industry specific devices
- When combined with FSM, support for geography based response and regularly
scheduled planned maintenance work tracking Bridgeview Partners supports industry specific CSM by providing the framework for a strategic approach, looking at people, data, workflows and technology; and leveraging the latest tools in AI, machine learning, and automation. Talk to Bridgeview about our Innovation6™ framework for assessing your readiness to implement CSM and FSM as the next step in your Service Management journey.
Download a Bridgeview case study
Patient & Family Engagement Portal
See how Bridgeview developed a custom ServiceNow portal to empower hospital employees to meet auxiliary patient and family needs.
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