What is ServiceNow?

Find out how ServiceNow products can provide a service model that can assist users in identifying the root cause of difficulties they encounter as well as resolving issues via self-service.

What is ServiceNow?

What We Do


Service Overview

Find out how ServiceNow products can provide a service model that can assist users in identifying the root cause of difficulties they encounter as well as resolving issues via self-service.

Service Overview

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Give customers the experience they expect, and more

Centralise customer service data and empower your employees to provide exceptional service, every time.

Smarter decisions at every stage of the customer journey

Streamline your customer service teams by empowering them with the data they need to keep your customers happy and your business booming. Together, we will tailor your processes and ServiceNow platform to predict future requests and utilise digital channels to help more customers access your services. With Unifii and ServiceNow’s Customer Service Management (CSM), you can make smarter decisions at every stage of the customer journey.

Bring front, middle and back offices together

Especially in the current working landscape, siloed teams can be detrimental to your business. CSM will allow you to automate processes across multiple teams by automatically routing issues to the most appropriate employee; problems can also be resolved once by managing similar cases as a single case.

Proactively address your customers' needs

Monitoring the health of your customers' products and services by identifying potential issues is seamless. Those most likely to be affected are automatically notified, and work volume is drastically reduced by analysing current and past performance across teams.

Common requests are instantly dealt with

With CSM's portal, Virtual Agent (intelligent chatbot), knowledge centre and self-service catalogue, there is a huge range of automated solutions to common requests. Customers can find answers to these independently, thus saving valuable agent time.

Here’s how we helped Richard Gardner from IT Naturally

Our team recently partnered with Unifii to implement ServiceNow’s ITSM and CSM into the business and we have been impressed with the level of collaboration and support we have received. They are truly experts in this area and they will be our first port of call for the next project!

Richard Gardner CEO, IT Naturally

Frequently Asked Questions

How long does a standard ServiceNow CSM implementation usually take?

We understand that every implementation is unique and depends on a multitude of factors, including the size of the business and the business objectives - therefore there isn't a "standard." However you can typically expect a CSM implementation to take around 3-4 months, which covers kick off through to early life support.

Why Unifii for our ServiceNow CSM implementation?

As an Elite ServiceNow partner, we are a team of highly qualified, experienced consultants, who know exactly how to help you get the most from your Customer Service Management implementation. We have delivered multiple CSM projects for customers across sectors as broad and diverse as local government organisations, technology MSPs and large scale service providers.

In what ways can customers contact my company through ServiceNow CSM?

ServiceNow CSM is omni-channel, meaning customers can communicate with your team through web, phone, chatbot (Virtual Agent), email and social media. Customers have a range of ways to get in touch and can pick what suits them best.

How can I embed ServiceNow CSM functionality within my website?

Engagement Messenger provides an all-round experience for your users from the comfort and familiarity of your own website.

Is there any support available following project go-live?

Of course! Unifii offers a range of managed services and support options. We will be here to support you and your new platform on your ServiceNow journey, for as long as you may need.

Advice on how to evolve & adapt with you

Learn how our team can assist you in getting started
and share best practises with you.

Meet our team

Learn how to overcome your pain points

Discover how ServiceNow and Unifii can help you transform your processes with our educational resources.


See the possibilities with Unifii by exploring the ServiceNow platform

Our team helps you and your business align your technology with your strategic goals, and deliver the tools and processes needed to support you on your transformational journey.

Book a strategy session