Case Management
Fortune 500 Enterprise
60%
Efficiency Gain
Comprehensive CSM deployment delivering measurable efficiency improvements across the organization.
Read Case Study →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.
01
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.
Explore Strategy →02
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.
Plan Your Project →03
Mergen continuously tunes routing rules, virtual agent scripts, and self-service content to keep resolution times and deflection rates improving after go-live.
Explore Optimization →04
Mergen provides ongoing platform support, monitoring, and Now Assist model tuning so CSM performance holds steady as case volume and customer expectations grow.
Learn About Support →A structured methodology refined across hundreds of CSM engagements ensures predictable outcomes and accelerated time-to-value.
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 →Fortune 500 Enterprise
Efficiency Gain
Comprehensive CSM deployment delivering measurable efficiency improvements across the organization.
Read Case Study →Healthcare Network
Cost Reduction
CSM implementation reducing operational costs while improving service quality and compliance.
Read Case Study →Global Manufacturer
Faster Delivery
Rapid CSM deployment achieving 3x faster time-to-value with proven accelerators and methodology.
Read Case Study →Telecom Provider
User Adoption
Enterprise-wide CSM rollout achieving exceptional user adoption through change management and training.
Read Case Study →Government Agency
Compliance
CSM platform achieving full regulatory compliance with automated monitoring and reporting.
Read Case Study →Mergen helps organizations reduce case volume and resolution time through ServiceNow CSM, from proactive detection to AI-powered self-service.
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