Mergen implements case management with AI-powered classification, priority scoring, and skills-based routing, so every case reaches the agent best equipped to resolve it, not just the next one in the queue.
Explore Case MgmtAI-powered case routing with customer 360 context, predictive SLA management, and automated escalation.
Mergen configures Agent Workspace with Now Assist case summarization, real-time knowledge suggestions, and guided next-best actions, reducing time spent searching and documenting so agents spend more time resolving.
Explore Agent WorkspaceSingle-pane agent desktop with customer 360, AI-suggested responses, and real-time collaboration across teams.
Mergen builds virtual agents that resolve routine customer requests through natural language conversation at any hour, escalating complex cases to a human agent with full context already captured.
Explore Virtual AgentVirtual agent handling 60% of inquiries across chat, SMS, and voice with transaction capability and smart escalation.
Mergen builds self-service portals with AI-powered search and knowledge access, so customers find answers directly and case volume drops before it reaches an agent.
Explore Self-ServiceAI-powered self-service portal with knowledge search, guided flows, and community enabling 70% deflection.
Mergen implements Proactive Customer Service Operations, detecting service disruptions from a customer's install base and automatically opening and resolving cases, often before the customer is aware of the issue.
Explore Proactive ServiceReal-time monitoring of customer-facing services with automated notifications and proactive issue resolution.
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Mergen evaluates current customer service operations against case volume, resolution time, and deflection targets, identifying where automation and proactive service can have the greatest impact.
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Mergen implements CSM through fixed-scope engagements led by certified experts, using proven accelerators to reach a working case management and self-service environment quickly.
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Mergen continuously tunes routing rules, virtual agent scripts, and self-service content to keep resolution times and deflection rates improving after go-live.
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Mergen provides ongoing platform support, monitoring, and Now Assist model tuning so CSM performance holds steady as case volume and customer expectations grow.
Mergen analyzes current case volume, channel mix, and resolution time to identify where proactive service and automation will have the most impact.
Mergen designs the target-state case model, routing rules, and self-service structure aligned to how customers actually reach out for support.
Mergen configures case management, agent workspace, virtual agent, and self-service in sprint-based increments, validated against real support scenarios at every stage.
Mergen refines routing, virtual agent performance, and proactive detection rules as case patterns and customer expectations evolve.
CSM SUCCESS
Real outcomes for enterprises — from financial services to healthcare, manufacturing, and government.
See All CSM Stories →Major Airport Authority
Zero major ops outages in year 1 (vs 4 in prior year)
A major airport authority unified IT, facilities, and stakeholder ops on ServiceNow — 92M passengers annually, zero ops outages.
Explore Industry →Major Museum Network
Member NPS +21 points
A major museum network with 21 institutions unified visitor experience + operations on ServiceNow — 18M annual visitors.
Explore Industry →Major Zoo Operations
Animal-care record traceability: digital, audit-ready
A major US zoo unified animal-care workflow with visitor experience on ServiceNow — niche but real.
Explore Industry →Major Symphony Orchestra
Unified patron profile across 5 source systems
A major US symphony orchestra unified patron experience on Salesforce — subscription renewal +18%.
Explore Industry →Community Bank Coalition
Per-bank ServiceNow cost ~50% of stand-alone benchmark
24 mid-sized US community banks formed a shared-services coalition on ServiceNow — half the cost of going it alone.
Explore Industry →Whether you're modernizing an existing platform, implementing new capabilities, or exploring AI-driven transformation, Mergen's certified experts will help define the right roadmap, scope, and delivery approach for your business.
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