Customer Service Management

Elevate customer service and drive growth with an effortless, connected, proactive digital experience that increases self-service, revenue, and brand loyalty all while supporting the expectations of our customers.

At Cask, we guide clients towards a case management platform that is robust, comprehensive, and most importantly can remove the need to “swivel chair” across different applications to get the job done for your customers. Our complete approach to customer service management includes case management, call center and help desk optimization, management of external and internal knowledge articles, allocation and management of products and assets, portfolio and catalog of services, and knowledge management.

Add These Features and More

Cask helps you provide more personalized customer support management for both your staff and customers by delivering the following features:

Customer Service Center Optimization

The widespread adoption of smart devices allowing consumers to stay connected 24/7, along with rising customer expectations for personalized and immediate responses, make it imperative to create a consumer-grade experience that connects your customers with your brand using a simple, user-friendly interface.

Customer Service Portal

Customers expect quick answers to questions about products, prices, policies, and plenty more. The larger your customer base grows, the more questions, requests, and complaints roll in and the more time your agents spend responding to repetitive requests and completing menial tasks.

Customer Service Knowledge

Maintaining basic customer service knowledge and functionality in the age of around-the-clock consumerism is a full-time job in itself. Where does that leave the customer support agent whose actual job is providing real-time assistance and informing overall business strategy? Overworked and often unhappy.

Customer Service Case Management

Transforming your approach to customer service is a big step for large organizations. Cask’s seasoned business and technology team goes beyond implementation specialists to include consultants, designers, and consultants whose sole focus is on creating and supporting your custom solutions as your business continues to mature.

Customer Service End-to-End Experience

Think about a business you choose to work with all the time. Is it really always about the product or service—or is your choice also influenced by the customer service experience? The best brands on the planet know that customer service sells. And so do we.

Let’s Innovate

Start your transformation today.

Gain and Retain Customers With Our Implementation Process

Why do customers choose you over your competitors? Usually it’s because they believe that using your products or services will make their lives better by providing an answer to a problem.

The concept of customer success works in a similar manner: anticipate your clients’ needs by providing solutions before issues arise. That’s where Cask comes in.

Our comprehensive approach to customer service has the pleasing effect of increasing customer satisfaction while decreasing the cost of doing so.

Our advisors work with you at each step of your ServiceNow CSM implementation to help:

  • Identify the right sequence and approach for your platform implementation
  • Map out your business objectives and the smoothest path to reach them
  • Guide you along your implementation roadmap
  • Increase ROI and boost your brand’s value
  • Deploy solutions into your existing infrastructure

With Cask as your ServiceNow implementation partner, you get a team that collaborates with your business’ system administrators and technical staff to ensure your ServiceNow platform works seamlessly with your other applications.

Your current CSM platform has security settings. To form a hybrid system that works without a hitch, Cask analyzes your current platform’s security settings, allowing us to identify and address performance issues before implementing your new system.

Cask ServiceNow specialists, consisting of operational planners, dedicated developers, and award-winning designers, use their expertise to craft a successful deployment plan and boost adoption rates among your users.

By working with Cask and using ServiceNow for your CSM platform, you’ll be able to provide your customers with something beyond traditional customer service solutions. The result is more efficient problem-solving, with fires put out before they even begin, while customer satisfaction and retention rates continue to rise. Resolve complex, day-to-day issues and identify lasting solutions today with Cask.

The right team, with the right resolution

The Benefits of a Cask CSM Solution

The efficacy of your customer service can make or break your business. Cask helps your business leverage the ServiceNow platform to ensure that you’re on the right track, keeping your customers happy without sacrificing the hard work of your staff. Our CSM solutions bring valuable benefits to your business:

Customer Service as a Team Sport
As competition among brands grows tighter than ever, customer service becomes an excellent differentiator. Great customer service is achieved not by managing customers at individual interactions, but by creating a culture of customer service that connects every aspect of the business and helps your enterprise diagnose, fix, and prevent issues collectively.

With CSM from the ServiceNow platform, you get visual task boards, workflow, and automated problem-solving. The result is increased customer satisfaction and reduced case volume.

End-to-End Customer Service
Our team-sport approach makes it possible to handle customer service issues in ways that address the root cause. When customer service is connected to other areas, such as engineering, operations, and legal services, it becomes easier to find resolutions to issues.

Consequently, businesses are able to permanently fix or prevent such issues from cropping up again in the future.

Delivery of Proactive Service
Cask CSM solutions let you increase customer satisfaction by proactively fixing problems in your system. The ServiceNow platform provides real-time visibility into the operational health of your customer systems. This means that as you find and fix problems, you also drive continuous improvements in your customer service tools, products, and processes.

For example, performance analytics tools let you identify recurrent problems. Responses to issues can then be improved, such as automating resolutions, freeing up time, and driving continuous improvement.

Engage Customers on Their Channel of Choice
Here’s something to keep in mind when choosing Cask CSM solutions: Your customers want swift solutions based on their schedule—not yours. We can help you offer a more personalized online service experience with an out-of-the-box customer service portal from ServiceNow. Users can reach you through their preferred channel—whether by telephone, e-mail, or chat—making you accessible on a platform convenient to your customers.

At Cask, we partner with ServiceNow to deliver functionality that empowers customer service agents to tailor messaging for specific personas, customers, and users.

By uniting all of this information in one easy-to-access portal, ServiceNow empowers customer service teams to provide personalized engagement and take educated steps to quickly resolve requests.

Upgrade your customer service today and watch your business grow almost effortlessly. Talk to your Cask advisor about implementing our Customer Service Management solutions.

One chance to engage with customers


Cask CSM solutions let you increase customer satisfaction by proactively fixing problems in your system. The ServiceNow platform provides real-time visibility into the operational health of your customer systems. This means that as you find and fix problems, you also drive continuous improvements in your customer service tools, products, and processes.

Why Choose Cask?

In a word: Service. Your customers always have questions, complaints, or suggestions that need to be addressed for you to keep them engaged and satisfied. In fact, nearly half of American customers say their loyalty to a company will end in the event of a subpar experience. What’s more, research indicates that U.S. businesses collectively lose $62 billion due to customers experiencing bad support services.

Given all that, you may be wondering whether you’re doing enough to meet your customers’ expectations? If you’re not sure, talk to someone at Cask. We serve as your strategic business partner to help you maximize the customer service management capabilities of your ServiceNow platform, and keep your brand at the top of its customer service game.

Cask specialists will:

  • Study your business process to identify areas for improvement
  • Collaborate with you to manage the success of your ServiceNow platform
  • Create a plan to integrate your new and old platforms
  • Monitor the performance of your new CSM platform and provide support and consistent maintenance

By optimizing the way your customers experience your services, you create a better customer experience, which also drives significant improvement to your bottom line. Work with Cask and ServiceNow today to start making improvements.

We serve as your strategic business partner

Our Insights


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